Liberal Arts Career Services
Liberal Arts Career Services

American Cancer Society, Income Support Specialist, Application Deadline, BTT Gateway Job ID 11795

Wed, June 22, 2016

One hundred years ago, the American Cancer Society began the fight of a lifetime – the fight against cancer. After 100 years of saving lives and creating more birthdays, we’re leading the way in working tirelessly to transform cancer from deadly to treatable and from treatable to preventable. We want to finish the fight against Cancer. In fact, we’ve never been more ready to put the American Cancer Society out of business. 

That’s why we’re embarking on our most ambitious undertaking yet. Each year, we help cancer patients everywhere get the help they need when they need it. 

As the largest voluntary health organization, the American Cancer Society is passionately committed to saving lives from cancer. We are working to create a world with less cancer and more birthdays – a world where cancer never steals another year from anyone’s life. The ACS combines relentless passion with the wisdom of nearly a century of experience to make this vision a reality, and they get results. The ACS saves lives by helping people stay well, helping people get well, by finding cures, and fighting back. Thanks in part to this work; nearly 12 million cancer survivors and countless others who have avoided the disease will celebrate a birthday this year. 

As the official sponsor of birthdays, we know how important each and every birthday is! 

As part of the National Cancer Information Center, Income Support Specialists manage inbound contacts regarding ACS monetary and non-monetary donations, provide technical support for ACS events and related website issues, and offer information delivery on ACS initiatives, mission and values. This position demonstrates the highest level of customer service and promotes resolution of escalated issues through positive constituent engagement. 

-Handles a high volume of inbound contacts regarding ACS income generation programs and events. 
-Assesses constituent requests and implied needs, using appropriate probing and clarifying questions. 
-Exercises problem-solving skills to analyze and resolve complex technical needs and issues. 
-Employs extensive knowledge of ACS events and programs to empower constituents to effectively navigate and use ACS related websites. 
-Utilizes enhanced access to troubleshoot and resolve technical issues with ACS websites, related applications, and standard operating procedures. 
-Attempts first contact resolution by leveraging technology and analytical skills to provide support and accurate information delivery. Takes complete ownership of requests, utilizing resource navigation and analysis skills to resolve constituent’s needs. 
-Processes monetary general, memorial, honor, and matching gifts with constituent focused efficiency. 
-Exercises independent judgment and discretion to appropriately triage urgent and/or complex technical issues to the appropriate level of support staff. 
-Employs high level customer service and communication skills to build rapport, engagement and to de-escalate challenging constituents. 
-Meets data management needs of internal and external constituents according to established standards, including capturing required constituent information and accurately documenting an interaction summary with Siebel. 
-Maintains appropriate business approach and professional demeanor with all constituent interactions. 
-Promotes relationship development for continual constituent engagement and revenue growth. 
-Maintains working knowledge of all ACS income generating programs and approximately 6,500 associated websites through daily use of the Blackbaud platform. 
-Preserves a working knowledge and application of appropriate processes and procedures through use of Outlook and Sharepoint tools. 
-Identifies tailored opportunities to further engage constituents to foster a mutually beneficial relationship. 
-Abides by ACS policies and security requirements, including constituent privacy and Payment Card Industry (PCI) compliance standards. 
-Upholds organizational core mindsets of integrity, collaboration, and stewardship and values of compassion, respect, empowerment, stewardship, and trust. 
-Takes ownership of his/her performance and development by engaging in coaching discussion with their Supervisor. Attends and supports training and Continuing Education in technological and customer service skills. 
-Assesses and reports opportunities for process improvement, including addressing unmet constituent needs. 
-Assists with the developing and testing of new and enhanced revenue generating processes and tools. 
-Appropriately reports issues with resources and tools including phone systems, hardware, and software. 

-Some college and/or combination of two years business experience, preferably in a customer service related position or tech support environment, preferred- Strong interpersonal, technical, written and verbal communication skills. 
-Ability to read, comprehend and deliver information quickly to diverse constituencies. 
-Keen customer service orientation, with experience in effectively addressing and resolving issues with constituents. 
-Skill in organizing resources and establishing priorities using analytical and problem solving skills. Adeptness to multitask within simultaneous oral and written activities. 
-Proficiency with computer and software applications using Windows. Familiarity with MAC operating systems a plus. 
-Familiarity with web applications and browsers, mobile devices, and Microsoft products preferred. 
-Typing proficiency of 50 WPM. 
-Ability to develop and maintain recordkeeping systems with keen attention to detail. 
-Remains composed under stress, handles responses to criticism tactfully, and delivers on organizational commitments. 
-Experience with Siebel and/or fundraising software is a plus. 
-Spanish language fluency desirable but not mandatory. 

Staff have a unique opportunity to save lives through direct mission impact while fulfilling personal and career objectives. The American Cancer Society values accountability and high performance and rewards those teams and team members who continually improve their capability and contribution. The American Cancer Society is also dedicated to hiring and retaining a diverse workforce to help achieve our mission. 

Save Lives. Fulfill Yours. 

ACS is an equal opportunity employer and actively seeks candidates from diverse backgrounds including women, communities of color, the LGBT community, veterans, and people with disabilities.

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    University of Texas at Austin
    FAC 18
    2304 Whitis Ave. Stop G6200
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