Bilingual Customer Support Specialist

🔥 6 minutes ago

🌵 Arizona, Nevada – Remote

🌵 Arizona – Remote 🎰 Nevada – Remote

💵 $22 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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American Cancer Society

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1913

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

American Cancer Society is a leading cancer-fighting organization dedicated to improving the lives of people with cancer and their families through advocacy, research, and patient support. Founded in 1913 by volunteers, it remains committed to its mission of ending cancer as we know it, for everyone. The organization impacts over 55 million lives annually by offering diverse career opportunities in various disciplines and maintaining a strong focus on diversity, equity, and inclusion. Through programs like Hope Lodge and a 24/7 cancer helpline, American Cancer Society provides crucial support and information to those affected by cancer. It is also known for its public policy advocacy through the Cancer Action Network, making significant strides in cancer prevention, detection, treatment, and survival.

📋 Description

• Resolve customer inquiries and issues across multiple systems, including technical, programmatic, and website-related issues • Use analytical expertise, administrative access, and knowledge of ACS programs to troubleshoot issues • Translate complex information into terminology aligned with customers’ native language • Document interactions and troubleshooting steps in enterprise CRM systems and drive first-contact resolution • Provide professional, empathetic, solution-oriented support by phone, chat, email, and/or social media • Build rapport, neutralize escalations, and foster long-term customer relationships supporting engagement and revenue growth • Assess and triage complex or urgent requests and escalate high-priority or technically complex issues • Educate customers on ACS events, volunteer programs, digital platforms, websites, and tools • Promote additional engagement opportunities aligned with customer interests • Monitor customer feedback and system performance and report outages, inefficiencies, and enhancement opportunities • Participate in coaching, training, and self-directed learning • Support special projects, pilots, and testing of new or enhanced processes, procedures, and systems • Translate English-language content into Spanish and assist staff members when needed • Work within a virtual contact center environment and follow assigned schedules

🎯 Requirements

• High School Diploma or Equivalent required • Some college coursework and/or a combination of at least two years of business experience, ideally in a customer service or technical support role • Minimum one year of experience utilizing bilingual English/Spanish skills in a contact center or customer service environment • Excellent written and verbal communication skills in both English and Spanish required • Strong interpersonal skills and professional demeanor • Demonstrated commitment to customer satisfaction • Sound judgment, decision-making skills, and ability to manage ambiguity and complex situations • Ability to manage multiple priorities while maintaining attention to detail and meeting deadlines • Strong problem-solving and organizational skills • Strong computer skills, including proficiency with Windows-based applications • Typing speed of at least 50 WPM • Ability to pass pre-hire technology and training assessments • Home office setup meeting privacy standards • Reliable high-speed internet with minimum 10 Mbps download and 10 Mbps upload • Modem/router with at least two Ethernet ports for direct connection to laptop docking station • Wi-Fi, cellular connections, mobile hotspots, satellite internet, and 5G Ultra-Wideband internet are not permitted • Availability for approximately 8 weeks of mandatory virtual training on a fixed schedule • Ability to work a structured schedule in a sedentary, somewhat repetitive environment • Ability to connect to the docking station and hardwire to the router/modem via Ethernet when engaging with constituents • Flexibility to work shifts between 7:00 a.m. and 7:00 p.m. CST, including weekends and holidays • Preferred: Associate degree • Salesforce, online fundraising platforms, mobile apps, and social media tools experience preferred • Remote work experience preferred

🏖️ Benefits

• Generous paid time off policy • Medical benefits • Dental benefits • Retirement benefits • Wellness programs • Professional development programs • Remote/home-based work arrangement • Virtual training provided • Multiple schedule options • 37.5 hours per week with two days off

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