Bilingual Customer Support Specialist - Remote

American Chemical Society•Indianapolis, NV

22h•Remote

About The Position

The Bilingual Customer Support Specialist delivers customer service and technical support to American Cancer Society donors, fundraisers, event participants, staff, and volunteers. The role supports customers across phone, chat, email, and/or social media in English and Spanish, helping ensure positive interactions and smooth participation in fundraising efforts and mission-driven events. The position uses multiple resources and technical platforms to resolve inquiries, engage customers, and maintain accurate records and troubleshooting documentation in tools such as Salesforce. This is a full-time, permanent, remote position that may be home-based anywhere in the United States. The role is performed in a virtual contact center environment and requires a privacy-compliant home office, reliable high-speed internet meeting the stated requirements, and a hardwired Ethernet connection when engaging with constituents. Approximately eight weeks of mandatory virtual training are conducted on a fixed schedule. The position involves a structured schedule and sedentary, somewhat repetitive work. Employees must be flexible to work shifts between 7:00 a.m. and 7:00 p.m. Central Time, including weekends and holidays. All schedules are 37.5 hours per week over five working days, with two days off; schedules are published three weeks in advance, and start times may vary within an established one-hour window from week to week. The starting rate is $22.75 per hour. Actual starting pay may vary based on factors including geographic location, experience, skills, specialty, and education.

Requirements

High school diploma or equivalent.
Some college coursework and/or a combination of at least two years of business experience; customer service or technical support experience is ideal.
At least one year of experience using bilingual English/Spanish skills in a contact center or customer service environment.
Excellent written and verbal communication skills in English and Spanish.
Strong interpersonal skills, professional demeanor, and commitment to customer satisfaction, ownership of customer concerns, and proactive resolution.
Ability to adapt to frequent changes and demonstrate sound judgment and decision-making in ambiguous or complex situations.
Ability to manage multiple priorities and oral and written tasks while maintaining attention to detail and meeting deadlines.
Strong problem-solving, organizational, and prioritization skills, including the ability to use data to inform decisions.
Strong computer skills, including proficiency with Windows-based applications.
Typing speed of at least 50 words per minute and ability to pass pre-hire technology and training assessments.
Ability to work independently or as part of a virtual team and use multiple communication channels to collaborate.
Ability to handle pressure, respond constructively to feedback, and maintain professionalism in challenging situations.
A privacy-compliant home office and reliable high-speed internet with minimum speeds of 10 Mbps download and 10 Mbps upload.
A modem/router with at least two Ethernet ports accessible for direct connection to the laptop docking station; Wi-Fi, cellular connections, mobile hotspots, satellite internet, and 5G Ultra-Wideband internet are not permitted.
Ability to complete approximately eight weeks of mandatory virtual training on a fixed schedule and adhere to a structured schedule.
Availability to work shifts between 7:00 a.m. and 7:00 p.m. Central Time, including weekends and holidays.
Ability to work in a sedentary, somewhat repetitive environment and remain connected to the docking station and hardwired to the router/modem by Ethernet cable while engaging with constituents.

Nice To Haves

Associate degree.
Remote work experience.
Experience with Salesforce, online fundraising platforms, mobile apps, and social media tools.

Responsibilities

Resolve customer inquiries and issues across multiple systems by troubleshooting technical, programmatic, and website-related issues; explain complex information in the customer’s native language; document interactions in enterprise CRM systems; and drive first-contact resolution.
Provide professional, empathetic, solution-oriented customer service, build rapport, de-escalate concerns, and foster long-term customer relationships and engagement.
Use independent judgment to identify and escalate high-priority or technically complex requests to appropriate support teams.
Educate customers about American Cancer Society events, volunteer programs, digital platforms, websites, and tools, and guide them toward engagement opportunities aligned with their interests.
Monitor customer feedback and system performance and report outages, inefficiencies, and enhancement opportunities to relevant teams.
Participate in coaching, training, and self-directed learning to stay current on policies, software updates, and customer service practices.
Contribute to special projects, pilots, and testing of new or enhanced processes, procedures, and systems.
Translate internal and external English-language content into Spanish to support Spanish-speaking customers and assist other staff members when needed.