Customer Support Specialist - Remote

American Chemical Society•Indianapolis, NV

22h•Remote

About The Position

The Customer Support Specialist provides customer service and technical support to American Cancer Society donors, fundraisers, event participants, staff, and volunteers. The role supports positive interactions across phone, chat, email, and/or social media, helping ensure the success of fundraising efforts and mission-driven events. The specialist resolves inquiries using available resources and technical platforms, documents interactions and troubleshooting steps in systems such as Salesforce, and builds meaningful relationships through compassionate, mission-aligned service. This is a full-time, permanent remote position that can be home-based anywhere in the United States. The role operates within a virtual contact center and requires a private home-office setup, reliable wired high-speed internet, and adherence to a structured schedule. Employees must be available for approximately nine weeks of mandatory virtual training on a fixed schedule and must be able to work shifts between 7:00 a.m. and 7:00 p.m. Central Time, including weekends and holidays. Positions 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 while remaining consistent during each workweek.

Requirements

High school diploma or equivalent.
Some college coursework and/or a combination of two years of business experience; customer service or technical support experience is preferred.
Excellent written and verbal communication skills, strong interpersonal skills, and a professional demeanor.
Demonstrated commitment to customer satisfaction, ownership of customer concerns, and proactive resolution.
Ability to adapt to frequent change and exercise sound judgment 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, prioritization, and analytical skills.
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, and to collaborate using multiple communication channels.
Ability to handle pressure, respond constructively to feedback, and maintain professionalism in challenging situations.
Ability to complete approximately nine weeks of mandatory virtual training on a fixed schedule and adhere to a structured work schedule.
Ability to work shifts between 7:00 a.m. and 7:00 p.m. Central Time, including weekends and holidays.
A private home-office setup 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 direct wired access to the laptop docking station; Wi-Fi, cellular connections, mobile hotspots, satellite internet, and 5G Ultra-Wideband internet are not permitted.
Must connect to the docking station and router/modem by Ethernet cable when handling calls or other constituent engagement.
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.
Spanish fluency.

Responsibilities

Resolve customer inquiries and issues across multiple systems, using analytical skills, administrative access, and knowledge of ACS programs to troubleshoot technical, programmatic, and website-related problems.
Document customer interactions accurately in enterprise CRM systems and promote first-contact resolution.
Provide professional, empathetic, solution-oriented customer service; build rapport, de-escalate concerns, and foster long-term relationships.
Assess and triage complex or urgent requests, using independent judgment to escalate high-priority or technically complex issues to appropriate teams.
Educate customers on ACS events, volunteer programs, digital platforms, websites, and tools, and promote relevant engagement opportunities.
Monitor customer feedback and system performance, and communicate outages, inefficiencies, and improvement opportunities to relevant teams.
Participate in coaching, training, and self-directed learning to stay current on ACS policies, software updates, and customer service practices.
Support special projects, pilots, and testing of new or enhanced processes, procedures, and systems.