[Hiring] Customer Support Specialist @American Chemical Society

Role Description

The Customer Support Specialist plays a vital role in delivering exceptional service and technical support to the American Cancer Society’s donors, fundraisers, event participants, staff, and volunteers. This position is instrumental in ensuring smooth and positive interactions across multiple communication channels - including phone, chat, email, and/or social media - directly contributing to the success of fundraising efforts and mission-driven events. Success in this role is defined by the ability to efficiently resolve inquiries using a variety of resources and technical platforms, foster meaningful engagement with customers, and maintain accurate records and troubleshooting steps through tools such as Salesforce. As part of the broader customer support team, the Customer Support Specialist helps strengthen relationships with customers and upholds the organization's commitment to providing compassionate, mission-aligned service.

This is a full-time permanent remote position which can be home-based anywhere in the U.S. Start Date: January 25th, 2027.

Qualifications

• Minimum Degree Required: High School Diploma or Equivalent
• Preferred Degree: Associate Degree
• Years of experience: Some college course work and/or combination of two years' business experience, preferably in a customer service or technical support role; remote work experience is also preferred.

Requirements

• Resolves customer inquiries and issues across multiple systems. (30%)
• Utilizes analytical skills, administrative access, and extensive knowledge of ACS programs to troubleshoot and resolve technical, programmatic, and website-related issues. Ensures accurate documentation in enterprise CRM systems and promotes first-contact resolution.
• Delivers high-quality customer service and engagement (30%)
• Provides professional, empathetic, and solution-oriented support to customers. Builds rapport, neutralizes escalations, and fosters long-term relationships to encourage continued engagement and revenue growth.
• Assesses and triages complex or urgent requests (15%)
• Exercises independent judgment to identify and escalate high-priority or technically complex issues to appropriate support teams, ensuring timely and effective resolution.
• Educates customers on ACS tools and engagement opportunities (10%)
• Leverages deep understanding of ACS events, volunteer programs, and digital platforms to guide users in navigating websites and tools. Promotes additional engagement opportunities aligned with customer interests.
• Identifies and communicates process improvement opportunities (5%)
• Monitors customer feedback and system performance to report outages, inefficiencies, and enhancement opportunities to relevant teams. Contributes to continuous improvement initiatives.
• Maintains personal performance and professional development (5%)
• Engages in coaching sessions, training programs, and self-directed learning to stay current on ACS policies, software updates, and customer service best practices.
• Supports special projects and testing initiatives (5%)
• Participates in assigned projects, pilots, and testing of new or enhanced processes, procedures, and systems to support organizational goals.

Benefits

• Starting rate: $21.75/hr.
• Generous paid time off policy.
• Medical, dental, retirement benefits.
• Wellness programs and professional development programs to enhance staff skills.
• Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits.

Work at Home Requirements

• This role is performed within a virtual contact center environment.
• A home office setup that meets privacy standards and reliable high-speed internet connectivity is required (minimum requirements are 10 mbps download & 10 mbps upload).
• Modem/Router with a minimum of two ethernet ports, accessible for direct plug in to your Laptop Docking Station.
• Wi-Fi connectivity, cellular connections, mobile hotspots, and Satellite Internet Service Providers are not permitted, including 5G Ultra-Wideband internet.
• Candidates must be available to complete approximately nine weeks of mandatory virtual training, conducted on a fixed schedule.
• The position requires adherence to a structured schedule and the ability to work in a sedentary, somewhat repetitive environment.
• Flexibility to work shifts between 7:00 a.m. and 7:00 p.m. CST, including weekends and holidays, is essential.