American Cancer Society, Information Delivery Specialist, Application Deadline, BTT Gateway Job ID 11729

Thu, June 23, 2016

Position Description 

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! 

The Information Delivery Specialist is responsible for handling a high volume of inbound calls from constituents of the American Cancer Society. The IDS responds to a broad range of inquiries that may include cancer prevention and early detection information, requests for community resources, material orders and a variety of other topics related to the American Cancer Society’s work.  

This position is critical to providing support and promotion of the ACS mission, goals and objectives. 

Handles high volume customer inbound calls, to the National Cancer Information Center in a consistent and customer focused manner 
Identifies and evaluates constituent's needs and provides accurate and thorough information exchange 
Provides current information and resources to constituents of the American Cancer Society, health care professionals, students and members of community organizations 
Strives for first call resolution 
Triages appropriate requests for patient service programs 
Fulfills material orders 
Collects all data points required by organizational processes and policies 
Works to attain operational metrics while ensuring high quality call taking 
Updates constituent records 
Maintains professional approach and demeanor with constituents at all times  
Takes ownership of constituent inquiries ensuring total constituent satisfaction 
Maintains current knowledge of work related processes and policies 
Handles all interactions with tact, courtesy, and empathy 
Maintains a strong team environment and utilizes coaching and feedback to improve performance  
Strives to effectively and efficiently support the mission through good stewardship, quality communication and dedication to policies that promote targeted service levels 
Abides by ACS policies, procedures, and security requirements. 
Position Requirements 

Bachelor’s degree preferred 
Contact center and/or customer service experience desirable 

Strong verbal communication and listening skills required 
Demonstrated written communication skills required 
Strong interpersonal skills and ability to work effectively within a team environment 
Strong customer service orientation 
Bilingual skills (Spanish/English) desirable 
Must be a highly motivated self-starter with initiative and follow-through, with the ability to work in an extremely fast paced team environment with attention to detail 
Exposure to cancer information, medical terminology, social services, and non-profit health organizations preferred 
Ability to adapt quickly to new technology and tools 
Basic familiarity with utilization of Microsoft Office Products (Excel, PowerPoint, etc.) 
Comfortable making independent decisions, but willing to seek supervisory input when needed 
Demonstrates core values of compassion, respect, empowerment, stewardship, and trustworthiness 


Work is normally performed in a typical interior/office work environment 
No or very limited physical effort required 
Available to work evenings, late nights, weekends, holidays or travel when required 

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. 
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

Please Apply Here: https://careers.peopleclick.com/careerscp/client_acs/external/jobDetails.do?functionName=getJobDetail&jobPostId=53316&localeCode=en-us