Cancer Support Specialist - Remote

American Chemical Society•El Paso, TX

5d•Remote

About The Position

The Cancer Support Specialist (CSS) connects individuals with American Cancer Society programs, services, information and resources to enhance the quality of life for cancer patients, their families and caregivers. This role requires strong customer service, excellent verbal and written communication skills, and a focus on ensuring a positive experience for all constituents. Success in this role requires consistent delivery of high-quality information that meets the unique needs of each constituent, while achieving monthly key performance indicators.

Requirements

Minimum 1 year contact center and/or customer service experience, strongly preferred.
Work from home experience, strongly preferred.
Ability to successfully and consistently meet performance metrics.
Excellent verbal and written communication skills and active listening skills are required.
Strong interpersonal skills and the ability to work effectively within a team environment.
Must be a highly motivated self-starter with initiative and follow-through, with the ability to work in an extremely fast paced team environment with strong attention to detail.
Ability to adapt quickly to new technology and tools.
Basic familiarity with the utilization of Microsoft Office Products (Excel, PowerPoint, Teams, etc.).
Typing proficiency of 40 words per minute and ability to satisfactorily pass a pre-hire technology assessment and training assessments.
Comfortable making independent decisions, but willing to seek supervisory input when needed.

Nice To Haves

Bilingual skills (Spanish/English) desirable.

Responsibilities

Responds to a high-volume of inquires across multiple channels (phone email, chat, SMS) with professionalism and empathy, conducting thorough needs assessments and striving for first-contact resolution. 25%
Meets constituents stated and implied needs by providing information on ACS programs (ex. Transportation and lodging), and cancer-related resources, coordinating support services to reduce care barriers and help patients complete treatment. 25%
Meets established performance goals and metrics (inc. Customer Related Management database documentation, time management, quality and data capture) while staying current on policies and procedures. 25%
Contributes to a collaborative and supportive team environment. 20%
Manages a regular caseload of new and ongoing cases, prioritizing tasks based on constituent needs and ensuring timely follow-up and resolution. 5%