Bilingual Customer Support Specialist - Remote

American Chemical Society•Indianapolis, NV

3d•Remote

About The Position

The Bilingual Customer Support Specialist provides customer service and technical support to American Cancer Society donors, fundraisers, event participants, staff, and volunteers in English and Spanish. Support is delivered through channels such as phone, chat, email, and social media. The role helps ensure positive interactions that support fundraising efforts and mission-related events by resolving questions efficiently, documenting interactions and troubleshooting in enterprise CRM systems such as Salesforce, and building customer engagement. This is a full-time, permanent remote position that can be home-based anywhere in the United States. The role is performed in a virtual contact center environment and requires a private home-office setup, reliable high-speed wired internet, and use of an ethernet connection through a docking station while engaging with constituents. The position requires approximately eight weeks of mandatory virtual training on a fixed schedule and adherence to a structured work schedule. Employees work 37.5 hours per week over five days, with two days off. Available schedules include weekdays and combinations that include weekends; flexibility to work between 7:00 a.m. and 7:00 p.m. Central Time, including weekends and holidays, is essential. 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. Final starting pay may vary based on relevant experience, skills, geographic location, specialty, and education. The American Cancer Society offers paid time off, medical and dental benefits, retirement benefits, wellness programs, and professional development programs.

Requirements

High school diploma or equivalent.
At least two years of business experience, ideally in customer service or technical support, and/or some college coursework.
At least one year of experience using bilingual English and Spanish skills in a contact center or customer-service environment.
Excellent written and verbal communication skills in both English and Spanish.
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 and as part of a virtual team; manage multiple priorities, maintain attention to detail, and meet deadlines.
Ability to exercise sound judgment, adapt to change, handle ambiguity and pressure, respond constructively to feedback, and maintain professionalism.
Ability to complete approximately eight weeks of mandatory virtual training on a fixed schedule and adhere to structured scheduling requirements.
A private home-office setup meeting privacy standards 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, with a direct wired connection to the laptop docking station while handling calls or other constituent engagement; Wi-Fi, cellular connections, mobile hotspots, satellite internet, and 5G Ultra-Wideband internet are not permitted.
Flexibility 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.

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 technical, programmatic, and website-related issues across multiple systems, using ACS program knowledge and administrative access; document issues and troubleshooting in enterprise CRM systems and seek first-contact resolution.
Provide professional, empathetic, solution-oriented customer service; build rapport, de-escalate concerns, and foster relationships that encourage continued engagement and revenue growth.
Assess and triage complex or urgent requests, using independent judgment to escalate high-priority or technically complex issues to appropriate support teams.
Guide customers in using ACS websites, tools, events, volunteer programs, and digital platforms, and promote relevant engagement opportunities.
Monitor customer feedback and system performance and communicate outages, inefficiencies, and potential enhancements to relevant teams.
Participate in coaching, training, and self-directed learning to stay current on ACS policies, software, and customer-service practices.
Support assigned 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, when needed, other staff members.