Specialist, Customer Support - 10am-6pm ET Working Hours

The Leukemia & Lymphoma Society • Full-time • Remote (New York, New York State, United States) • 1d ago

How many people can answer the question, "What do you do for a living?" with the answer, "I help find cures for cancer." At Blood Cancer United, employees take our mission seriously. Whether you work in one of our regions, are an accountant at the national office or a specialist in our Information Resource Center, you work each day on making our mission a reality: Cure leukemia, lymphoma, Hodgkin's disease and myeloma, and improve the quality of life of patients and their families. Join us and give new meaning to the word, "job."
Summary: Blood Cancer United is a mission centric, locally delivered and nationally powered organization, relentlessly pursuing cancer cures. To help achieve this mission, this role is responsible for serving as the support staff for external customers through our general Blood Cancer United phone number, inboxes, chats, and other avenues. This role performs a variety of internal operational support functions related to addressing customer issues and is expected to provide exceptional internal and external customer service.

Core Responsibilities/ Primary Duties

Support all campaign inboxes and effectively troubleshoot issues and questions.
Support customers through chat, text and other evolving tool sets including a support-based resource/hub w/in Blood Cancer United.org
Answer inbound calls from Blood Cancer United constituents each day and effectively troubleshoot issues and questions related to Blood Cancer United campaigns, systems and policies
Assume responsibility, including follow-up, for all problem resolution and constituent satisfaction within assignment and authority
Have a professional manner and be an expert at establishing rapport with constituents quickly
Accurately record key details of all interactions on assigned account records in designated software applications
Provide customer feedback to Customer Service Manager in regular, weekly, occurrences
Responsible for answering and solving customer service tickets submitted through supportservices@lls.org (requests through various Blood Cancer United/campaign owned inboxes, voicemails, external vendor/sales requests)
Execute internal operations support including, but not limited to: refunds, adjustments, receipts, unsubscribes, reimbursements.
Ability to maintain strictest confidentiality and follow detailed workflows to maintain access to banking systems
Maintain a strong working knowledge of assigned campaigns and functions

#LI-Remote
Minimum Requirements

Bachelor's Degree
1+ years of related call center and customer service experience
Knowledge of MS Office Suite and ability to navigate multiple software programs at one time
Bilingual (Spanish) preferred but not required
Must pass an FCRA accredited background check

Work Environment & Physical Demands

Working Hours - 10am - 6pm ET
Some weekend & evening work required
Travel as required for national and department meetings
Physical demands are minimal and typical of similar jobs in comparable organizations
Work environment is representative and typical of similar jobs in comparable organizations

Employee Value Proposition:
As a valued member of Blood Cancer United, you are eligible for a comprehensive benefits package. Our offerings include medical, dental, and vision insurance; life insurance; flexible spending accounts; a 403b retirement plan along with generous paid time off. In addition, we observe federal paid holidays throughout the year, and offer a wellness program and an employee assistance program.

We are excited to share the base pay range for this hourly paid position is $44,000 ($24/Hourly) to $60,000 ($32/Hourly). The offered compensation may vary based on factors such as geographic location, business need, market conditions, proficiencies, Blood Cancer United, education, and experience. Additionally, at Blood Cancer United we place a high value on internal pay equity and will consider the current compensation of similarly situated roles and direct team members. Base compensation is only one component of our Total Rewards program, which also includes an annual incentive plan and a competitive benefits package.
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and Blood Cancer United required of employees. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Disclaimer
Blood Cancer United is an equal employment opportunity employer committed to diversity and inclusion in its workplace. All qualified applicants will receive consideration for employment without regard to sex, gender, gender identity and expression (including transgender status), sexual orientation, pregnancy, age, race, color, creed, national origin/ancestry, citizenship, religion, genetic predisposition or information, physical or veteran status, or any other characteristic protected by law. Blood Cancer United seeks such skilled and qualified individuals to share our mission and where they will join a cohort of others who have chosen to call Blood Cancer United home. Blood Cancer United complies with all applicable laws which prohibit discrimination and harassment in the workplace, and is committed to maintaining a diverse and inclusive environment supportive of all of our employees and the communities we serve.