Assistant, Helpline

American Lung Association•Springfield, IL

2d•$35,000 - $36,000•Onsite

About The Position

The American Lung Association has an excellent opportunity for an Assistant, HelpLine. Working as a member of the HelpLine department, you will join an outstanding group of professionals dedicated to our mission: to save lives by improving lung health and preventing lung disease through research, education, and advocacy. Provide the initial supportive services for the Illinois Tobacco QuitLine. Primary responsibilities include triage of all incoming calls, fax and e-referrals to determine what service line can provide the best information requested by the client. This is a fully grant-funded position. The position is located at the American Lung Association’s Springfield, Illinois office and will be office-based.

Requirements

High School Diploma or GED.
Previous experience as a customer service rep, receptionist, call center agent, data entry clerk, or another similar role (fast-paced environment).
Ability to communicate effectively on the telephone and demonstrate good customer service.
Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds.
Ability to handle a “call center” environments; manage large amounts of inbound and outbound calls in a timely manner.
Solid organizational and time management skills.
Detail oriented and accurate with deadline sensitive goals and objectives.
Ability to work 9 am – 4:30 pm (35 hour work week)
Critical skills required including analytical decision making, customer resource knowledge, organizing and coordinating, position-specific expertise, interpersonal understanding, teamwork/internal partnership, individual accountability, initiative, versatility and self-management.
Knowledgeable in Microsoft Word, Excel, Power Point and Outlook. Good typing skills.
Familiarity with CRM systems and practices.
Hold valid driver's license and be able/willing to attend events as requested. (Travel/mileage reimbursed according to ALA policy).
Ability to lift and carry 25 lbs.
Consistent with its mission, the American Lung Association maintains a tobacco-free workplace, all employees must abstain from use of tobacco in any form, including vaping.

Nice To Haves

Educational experience such as having taken business courses or earned an Associate degree or certification.

Responsibilities

Answer Quitline inbound calls in a professional and helpful manner; building rapport with callers by displaying an engaging, kind and helpful attitude.
Provide outstanding service to callers/visitors – either over the phone or in person.
Assist callers by providing information, answering questions and/or directing calls/inquiries as necessary.
Daily assistance with packet assembly and shipping.
Create forms, reference codes and maintaining tracking system for referral partner program.
Identify and/or escalating issues for resolution.
Complete calls or requests in a manner that maintains quality and quantity.
Make outbound phone calls in response to any inquiries, questions or other follow up.
Perform data entry into the Salesforce CRM system.
Follow Quitline protocol on all responses.
Assist in assembling and mailing appropriate requested material.
Provide any other support as needed to teams, departments, managers and other staff.

Benefits

10 vacation days in the first year (15 days thereafter), 2 personal days and 15 sick days per year, as well as 12 company-paid holidays per year.
Paid Parental Leave for eligible employees.
Medical, dental, and vision plans.
Voluntary plans for critical illness, accident, hospital indemnity, short-term disability and supplemental life/AD&D insurance.
Company-paid life/AD&D and long-term disability Insurance coverage.
401(k) Defined Contribution Retirement Plan, which offers matching employer contributions (up to 4%) and year-end discretionary non-elective contributions.

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