Customer Support Specialist

🔥 13 hours ago

🌵 Arizona, Nevada – Remote

🌵 Arizona – Remote 🎰 Nevada – Remote

💵 $21 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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American Cancer Society

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5001 - 10000 employees

Founded 1913

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

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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 • Troubleshoot technical, programmatic, and website-related issues using analytical skills, administrative access, and knowledge of ACS programs • Document interactions accurately in enterprise CRM systems and promote first-contact resolution • Provide professional, empathetic, and solution-oriented support via phone, chat, email, and/or social media • Build rapport, neutralize escalations, and foster long-term customer relationships • Identify and escalate high-priority or technically complex issues to appropriate support teams • 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 to report outages, inefficiencies, and enhancement opportunities • Participate in continuous improvement initiatives • Attend coaching sessions and training programs and pursue self-directed learning • Participate in special projects, pilots, and testing of new or enhanced processes, procedures, and systems

🎯 Requirements

• High School Diploma or Equivalent required • Some college course work and/or combination of two years' business experience, preferably in a customer service or technical support role • Remote work experience preferred • Excellent written and verbal communication skills • Strong interpersonal skills and professional demeanor • Demonstrated commitment to customer satisfaction • Sound judgment and decision-making skills • 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 • Experience with Salesforce, online fundraising platforms, mobile apps, and social media tools preferred • Ability to work independently or as part of a virtual team • Home office setup meeting privacy standards required • Reliable high-speed internet required, minimum 10 Mbps download and 10 Mbps upload • Modem/router with at least two Ethernet ports, accessible for direct connection to laptop docking station • Wi-Fi, cellular connections, mobile hotspots, satellite internet providers, and 5G Ultra-Wideband internet are not permitted • Availability to complete approximately nine weeks of mandatory virtual training on a fixed schedule • Ability to adhere to a structured schedule and work in a sedentary, somewhat repetitive environment • Ability to work shifts between 7:00 a.m. and 7:00 p.m. CST, including weekends and holidays • Spanish fluency desirable but not required

🏖️ Benefits

• Generous paid time off policy • Medical benefits • Dental benefits • Retirement benefits • Wellness programs • Professional development programs • Permanent remote work • Home-based work arrangement

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