Cancer Support Specialist - Remote

About the role

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.

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.
• Meets constituents stated and implied needs by providing information on ACS programs (e.g., Transportation and lodging), and cancer-related resources, coordinating support services to reduce care barriers and help patients complete treatment.
• Maintains and updates records in the Customer Related Management database, adheres to performance metrics, and stays current on policies and procedures.
• Contributes to a collaborative and supportive team environment.
• Manages a regular caseload of new and ongoing cases, prioritizing tasks based on constituent needs and ensuring timely follow-up and resolution.

Qualifications

• Minimum 1 year contact center and/or customer service experience, strongly preferred.
• Work from home experience, strongly preferred.

Knowledge, Skills, and Abilities

• 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.
• Bilingual skills (Spanish/English) desirable.
• Highly motivated self-starter with initiative and follow-through, able 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.

Physical Requirements

• Work is normally performed in a typical interior/office work environment in a remote workplace setting.
• Physical stamina to primarily work while sitting at a desk.
• Utilize technology to engage in work activities with team members and teams for a high percentage of each workday.
• Full-time work from home.
• Flexible scheduling including working evenings, late nights, weekends, or holidays when required.

Pay

The starting rate is $20.00 per hour. Actual starting pay will vary based on non-discriminatory factors, including, but not limited to, geographic location, experience, skills, specialty, and education.

Schedule

• Current Schedule Availability:
• Tuesday–Saturday 12:00 p.m.–8:30 p.m. — Sunday and Monday off
• Tuesday–Saturday 12:30 p.m.–8:30 p.m. — Sunday and Monday off
• Tuesday–Saturday 12:30 p.m.–9:00 p.m. — Sunday and Monday off
• Tuesday–Saturday 1:00 p.m.–9:00 p.m. — Sunday and Monday off
• Tuesday–Saturday 1:30 p.m.–10:00 p.m. — Sunday and Monday off
• Tuesday–Saturday 2:00 p.m.–10:00 p.m. — Sunday and Monday off
• Tuesday–Saturday 2:30 p.m.–11:00 p.m. — Sunday and Monday off
• Tuesday–Saturday 3:00 p.m.–11:00 p.m. — Sunday and Monday off