Bilingual Customer Support Specialist - Remote

At the American Cancer Society, we're working to end cancer as we know it, for everyone. Our employees and 1.3 million volunteers are raising the bar every single day. We are a culture comprised of diverse backgrounds and experience, to better serve our communities.

The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission. It is a calling. And the people who answer it are fulfilled.The Bilingual 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 in both English and Spanish - 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 Bilingual Customer Support Specialist helps strengthen relationships with customers and upholds the organization's commitment to providing compassionate, mission-aligned service.

Job Description

This is a full-time permanent remote position which can be home-based anywhere in the U.S

Start Date: January 25th, 2027

ESSENTIAL FUNCTIONS:

• Resolves customer inquiries and issues across multiple systems (30%) Leverages analytical expertise, administrative access, and deep knowledge of ACS programs to troubleshoot and resolve technical, programmatic, and website-related issues. Accurately translates complex information into terminology that aligns with the customer’s native language. Ensures thorough documentation in enterprise CRM systems and drives 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%) Contributes to assigned projects, pilots, and testing of new or enhanced processes, procedures, and systems that align with organizational goals. Translates internal and external English-language content into Spanish to support communication with Spanish-speaking customers and, when needed, assist other staff members.

Experience/Qualifications:

• Minimum Degree Required: High School Diploma or Equivalent
• Preferred Degree: Associate degree
• Years of experience: Some college coursework and/or a combination of at least two years of business experience, ideally in a customer service or technical support role. Minimum one year of experience utilizing bilingual English/Spanish skills in a contact center or customer service environment. Remote work experience is also preferred.

KNOWLEDGE, SKILLS, AND ABILITY:

• Communication Skills: Excellent written and verbal communication skills in both English and Spanish required, with the ability to convey information clearly to diverse audiences. Strong interpersonal skills and professional demeanor are essential.
• Customer Focus: Demonstrated commitment to customer satisfaction, including ownership of customer concerns and proactive resolution efforts.
• Adaptability and Judgment: Comfortable working in a dynamic environment with frequent changes. Demonstrates sound judgment, decision-making skills, and the ability to manage ambiguity and complex situations.
• Multitasking and Time Management: Proven ability to manage multiple priorities simultaneously, including oral and written tasks, while maintaining attention to detail and meeting deadlines.
• Analytical and Organizational Skills: Strong problem-solving abilities with skill in organizing resources, setting priorities, and using data to inform decisions.
• Technical Proficiency: Strong computer skills required, including proficiency with Windows-based applications. Typing speed of at least 50 WPM and ability to pass pre-hire technology and training assessments.
• Digital Tools Experience: Experience with Salesforce, online fundraising platforms, mobile apps, and social media tools preferred.
• Teamwork and Initiative: Self-motivated and capable of working independently or as part of a virtual team. Uses multiple communication channels effectively to collaborate with colleagues and leadership.
• Resilience and Professionalism: Ability to handle pressure, respond to feedback constructively, and maintain professionalism in challenging situations.

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 8 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.
• Team members are required to be connected to the docking station and hardwired into their router/modem via ethernet cable when taking calls or other forms of engagement with constituents.
• Flexibility to work shifts between 7:00 a.m. and 7:00 p.m. CST, including weekends and holidays, is essential.

Current Schedule Availability

All schedules are listed in Central Time. All positions are 37.5 hours per week, consisting of five working days and two days off.

We offer several schedule options to accommodate different availability needs. Candidates will have the opportunity to indicate their preferred schedule when an offer is extended.

Please note that schedule availability may change as positions are filled; therefore, not all schedules listed below may be available at the time of offer.

Monday–Friday

Days off: Saturday and Sunday

• 30-minute lunch: 9:30 am–5:30 pm or 10:30 am–6:30 pm
• 60-minute lunch: 9:00 am–5:30 pm or 10:00 am–6:30 pm
• 30-minute lunch: 10:00am - 6:00pm or 11:00am - 7:00pm
• 60-minute lunch: 9:30am - 6:00pm or 10:30am - 7:00pm
• 60- minute lunch: 8:30am - 5:00pm or 9:30am - 6:00pm

Sunday, Wednesday–Saturday

Days off: Monday and Tuesday

• 30-minute lunch: 7:00 am–3:00 pm or 8:00 am –4:00 pm
• 60-minute lunch: 7:00 am –3:30 pm or 8:00 am –4:30 pm

Sunday–Wednesday and Saturday

Days off: Thursday and Friday

• 30-minute lunch: 8:30 am–4:30 pm or 9:30 am–5:30 pm
• 60-minute lunch: 8:00 am–4:30 pm or 9:00 am–5:30 pm

Tuesday–Saturday

Days off: Sunday and Monday

• 30-minute lunch: 10:00 am–6:00 pm or 11:00 am–7:00 pm
• 60-minute lunch: 9:30 am–6:00 pm or 10:30 am–7:00 pm

Sunday–Thursday

Days off: Friday and Saturday

• 30-minute lunch: 10:00 am–6:00 pm or 11:00 am–7:00 pm
• 60-minute lunch: 9:30 am–6:00 pm or 10:30 am–7:00 pm

Sunday–Tuesday and Friday–Saturday

Days off: Wednesday and Thursday

• 30-minute lunch: 9:30 am–5:30 pm or 10:30 am –6:30 pm
• 60-minute lunch: 9:00 am–5:30 pm or 10:00 am–6:30 pm

Start times may vary from week to week within an established one-hour scheduling window.

• Example: If your assigned start-time window is 9:00 a.m.–10:00 a.m., your start time may be 9:00 a.m., 9:30 a.m., or 10:00 a.m.
• While your schedule may vary from week to week, your start times will remain consistent throughout each individual workweek. Schedules are published three weeks in advance.

The starting rate is $22.75/hr. The final candidate's relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.

ACS provides staff a 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. We are a proud equal opportunity employer.