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Bilingual Customer Support Specialist
American Cancer Society. Resolve customer inquiries and issues across multiple systems .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong bilingual communication skills in English and Spanish, with a focus on customer service excellence and technical support. Proficient in troubleshooting, documentation, and utilizing CRM systems to enhance customer engagement and satisfaction.
Highest-signal resume keywords
Bilingual English/Spanish SkillsCustomer Service ExperienceSalesforce ProficiencyTechnical TroubleshootingExcellent Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportTroubleshootingDocumentationTyping Speed of 50 WPMWindows-Based Applications Proficiency
Soft Skills
EmpathyProblem-SolvingRelationship BuildingAdaptabilityCoaching and Training
Tools & Technologies
CRM SystemsSalesforceOnline Fundraising PlatformsMobile AppsSocial Media Tools
Certifications & Qualifications
High School Diploma or EquivalentAssociate Degree Preferred
Industry Keywords
Customer EngagementContact CenterVirtual TrainingContinuous ImprovementEscalation Management
About the role
Key responsibilities & impact- Resolve customer inquiries and issues across multiple systems
- Troubleshoot technical, programmatic, and website-related issues
- Document inquiries and troubleshooting steps in enterprise CRM systems
- Drive first-contact resolution
- Provide professional, empathetic, and solution-oriented support via phone, chat, email, and/or social media
- Build customer rapport, handle escalations, and foster long-term relationships
- Assess and triage complex or urgent requests
- Escalate high-priority or technically complex issues to appropriate support teams
- Educate customers on ACS events, volunteer programs, digital platforms, websites, and tools
- Promote additional engagement opportunities aligned with customer interests
- Report outages, inefficiencies, and enhancement opportunities
- Contribute to continuous improvement initiatives
- Participate in coaching, training, and self-directed learning
- Support special projects, pilots, and testing of new or enhanced processes, procedures, and systems
- Translate English-language content into Spanish
- Assist other staff members as needed
Requirements
What you’ll need- High School Diploma or Equivalent required
- Associate degree preferred
- Some college coursework and/or at least two years of business experience, ideally in customer service or technical support
- Minimum one year of experience utilizing bilingual English/Spanish skills in a contact center or customer service environment
- Excellent written and verbal communication skills in English and Spanish
- Strong computer skills, including proficiency with Windows-based applications
- Typing speed of at least 50 WPM
- Ability to pass pre-hire technology and training assessments
- Experience with Salesforce, online fundraising platforms, mobile apps, and social media tools preferred
- Home office setup meeting privacy standards
- Reliable high-speed internet with minimum 10 Mbps download and 10 Mbps upload
- Modem/router with at least two Ethernet ports
- Wi-Fi, cellular connections, mobile hotspots, satellite internet, and 5G Ultra-Wideband internet are not permitted
- Availability for approximately 8 weeks of mandatory virtual training
- Ability to work a structured schedule in a sedentary, somewhat repetitive environment
- Ability to work shifts between 7:00 a.m. and 7:00 p.m. CST, including weekends and holidays
- Availability for 37.5 hours per week across five working days and two days off
- Must connect to the docking station and hardwire to the router/modem via Ethernet cable during constituent engagements
Benefits
Comp & perks- Generous paid time off policy
- Medical benefits
- Dental benefits
- Retirement benefits
- Wellness programs
- Professional development programs
- Permanent remote work
- Home-based work arrangement