Specialist, HelpLine

Responsibilities

• Answer Quitline incoming calls related to those who are seeking assistance in stopping tobacco use – providing reactive and proactive counseling.
• Complete and maintain documentation in the database for each call – logging message left on voicemail, performing counseling and follow ups on designated calls as appropriate.
• Provide information or guidance on all questions regarding tobacco cessation via Quitline technology (telephone, chat, text, email).
• Participate in course and become certified as a tobacco treatment specialist; maintain CEU requirement for certification.
• Follow Quitline protocol on all responses. Ensure all information is collected and entered into the database.
• Participate as a member of the resource evaluation committee to assure continual updating of resources.
• Aid in indexing new materials.
• Be familiar with current smoking cessation and tobacco intervention techniques for the purpose of counseling.
• Understand and implement protocols for dealing with special groups or projects.
• Become familiar with all issues concerning tobacco prevention and environmental issues.
• Cook up and implement mission related activities.
• Coordinate, implement and monitor deliverables.
• Complete reports as assigned.
• Staff committees and work groups as assigned.
• Continually seek innovative ALA growth.

Qualifications

• Certification as an addiction counselor and/or experience in counseling, community health education or social work is preferred with a minimum of (3) years proven experience.
• Previous experience with tobacco cessation or health behavior change, preferred.
• Ability to communicate effectively on the telephone and online via chat and demonstrate good customer service.
• Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds.
• Ability to handle a “call center” environments; manage large amounts of inbound and outbound calls in a timely manner.
• Ability to work a flexible schedule - training hours; weekdays – daytime first 4 weeks and transition to afternoons next 4 weeks; after training work afternoon/evening hours of 1:30 pm – 9 pm Central Time and one designated weekend day from 9 am – 5 pm Central Time.
• Critical skills required including analytical decision making, customer resource knowledge, organizing and coordinating, position-specific expertise, interpersonal understanding, teamwork/internal partnership, individual accountability, initiative, versatility and self-management.
• Knowledgeable in Microsoft Word, Excel, Power Point and Outlook.
• Good typing skills.
• Familiarity with CRM systems and practices.
• Hold valid driver's license and be able/willing to attend events as requested. (Travel/mileage reimbursed according to ALA policy).
• Ability to lift and carry 25 lbs. (event supplies).

Benefits

• Paid Leave - 10 vacation days in the first year (15 days thereafter), 2 personal days and 15 sick days per year, as well as 12 company-paid holidays per year.
• We also offer Paid Parental Leave for eligible employees.
• Insurance - Employees (and their eligible dependents) can enroll in our medical, dental, and vision plans, as well as voluntary plans for critical illness, accident, hospital indemnity, short-term disability and supplemental life/AD&D insurance.
• Employees will be enrolled in company-paid life/AD&D and long-term disability Insurance coverage.
• Raise your retirement savings with the American Lung Association’s 401(k) Defined Contribution Retirement Plan, which offers matching employer contributions (up to 4%) and year-end discretionary non-elective contributions.

Pay

Exact compensation may vary based on skills, experience, and location. The target hiring range for this position is between $41,000 and $50,200 per annum.

Schedule

Flexible schedule - training hours; weekdays – daytime first 4 weeks and transition to afternoons next 4 weeks; after training work afternoon/evening hours of 1:30 pm – 9 pm Central Time and one designated weekend day from 9 am – 5 pm Central Time.