Specialist, Customer Support - West or Mountain Time Zones

How many people can answer the question, "What do you do for a living?" with the answer, "I help find cures for cancer." At LLS, 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: LLS 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 LLS 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 LLS.org
• Answer inbound calls from LLS constituents each day and effectively troubleshoot issues and questions related to LLS 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 lls/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 skills (Spanish) preferred but not required
• Must pass an FCRA accredited background check


Work Environment & Physical Demands

• 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 LLS, 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 $58,000 ($31/Hourly). The offered compensation may vary based on factors such as geographic location, business need, market conditions, proficiencies, skills, education, and experience. Additionally, at LLS 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 skills 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
LLS 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 orien