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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 customer service skills by resolving inquiries and issues effectively while maintaining a professional demeanor. Proficient in using CRM systems and technical tools to enhance customer engagement and satisfaction.
Highest-signal resume keywords
Customer Service ExperienceCRM ProficiencyTechnical Support SkillsStrong Communication SkillsProblem-Solving Abilities
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Windows-Based ApplicationsTyping Speed of 50 WPMSalesforce ExperienceAnalytical SkillsTechnical Troubleshooting
Soft Skills
Interpersonal SkillsEmpathyAttention to DetailDecision-Making SkillsOrganizational Skills
Tools & Technologies
Enterprise CRM SystemsOnline Fundraising PlatformsMobile AppsSocial Media Tools
Certifications & Qualifications
High School Diploma or Equivalent
Industry Keywords
Customer SatisfactionVirtual Team CollaborationContinuous ImprovementRemote Work ExperienceCustomer Feedback Monitoring
About the role
Key responsibilities & impact- Resolve customer inquiries and issues across multiple systems
- Troubleshoot technical, programmatic, and website-related issues using analytical skills, administrative access, and knowledge of ACS programs
- Document interactions accurately in enterprise CRM systems and promote first-contact resolution
- Provide professional, empathetic, and solution-oriented support via phone, chat, email, and/or social media
- Build rapport, neutralize escalations, and foster long-term customer relationships
- Identify and 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
- Monitor customer feedback and system performance to report outages, inefficiencies, and enhancement opportunities
- Participate in continuous improvement initiatives
- Attend coaching sessions and training programs and pursue self-directed learning
- Participate in special projects, pilots, and testing of new or enhanced processes, procedures, and systems
Requirements
What you’ll need- High School Diploma or Equivalent required
- Some college course work and/or combination of two years' business experience, preferably in a customer service or technical support role
- Remote work experience preferred
- Excellent written and verbal communication skills
- Strong interpersonal skills and professional demeanor
- Demonstrated commitment to customer satisfaction
- Sound judgment and decision-making skills
- Ability to manage ambiguity and complex situations
- Ability to manage multiple priorities while maintaining attention to detail and meeting deadlines
- Strong problem-solving and organizational skills
- 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
- Ability to work independently or as part of a virtual team
- Home office setup meeting privacy standards required
- Reliable high-speed internet required, minimum 10 Mbps download and 10 Mbps upload
- Modem/router with at least two Ethernet ports, accessible for direct connection to laptop docking station
- Wi-Fi, cellular connections, mobile hotspots, satellite internet providers, and 5G Ultra-Wideband internet are not permitted
- Availability to complete approximately nine weeks of mandatory virtual training on a fixed schedule
- Ability to adhere to a structured schedule and work 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
- Spanish fluency desirable but not required
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