Assistant, Helpline (SPI #2021-41)

City: Springfield
State: IL

The American Lung Association has a great opportunity for a Assistant, Helpline to join our incredible team in Upper Midwest Region. Working as a member of the HelpLine Team, you will join an outstanding group of professionals dedicated to our mission:  to save lives by improving lung health and preventing lung disease, through research, education, and advocacy. 

In this role, you will be responsible for the initial supportive services for the Illinois Tobacco QuitLine. Primary responsibilities include triage of all incoming calls, fax, and e-referrals to determine what service line can provide the best information requested by the client.  This position is grant-funded.

Responsibilities

  • Answer Quitline inbound calls in a professional and helpful manner; building rapport with callers by displaying an engaging, kind, and helpful attitude.
  • Provide outstanding service to callers/visitors – either over the phone or in person.
  • Assist callers by providing information, answering questions and/or directing calls/inquiries as necessary.
  • Create forms, reference codes and maintaining tracking system for referral partner program.
  • Identify and/or escalating issues for resolution.
  • Complete calls or requests in a manner that maintains quality and quantity.
  • Make outbound phone calls in response to any inquiries, questions or other follow up.
  • Perform data entry into the Salesforce CRM system.
  • Follow Quitline protocol on all responses. 
  • Assist in assembling and mailing appropriate requested material.
  • Provide any other support as needed to teams, departments, managers, and other staff.

QUALIFICATIONS:

  • High School Diploma or GED.  Educational experience such as having taken business courses or earned an Associate degree or certification.
  • Previous experience as a customer service rep, receptionist, call center agent, data entry clerk, or another similar role (fast pace environment).
  • Ability to communicate effectively on the telephone and demonstrate good customer service.
  • Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
  • Ability to handle a “call center” environments; manage large amounts of inbound and outbound calls in a timely manner.
  • Solid organizational and time management skills.
  • Detail oriented and accurate with deadline sensitive goals and objectives.
  • Ability to work flexible schedule; 12:00 noon – 7:30 p.m.
  • Critical skills required including analytical decision making, customer resource knowledge, organizing and coordinating, position-specific expertise, interpersonal understanding, teamwork/internal partnership, individual accountability, initiative, versatility, and self-management.
  • Proficiency with a diverse assortment of software programs, applications, and systems such as MS Office Suite and typing skills (at least 50 wpm).
  • Familiarity with CRM systems and practices.
  • Must have valid Driver’s license and reliable transportation
  • Consistent with its mission, the American Lung Association maintains a smoke-free workplace; all employees must abstain from tobacco use in any form

APPLICATION PROCEDURE:

To apply, send a cover letter, resume, and salary requirements to (include the job title and the job number in the subject of the email):

Human Resources Department
American Lung Association
Email: [email protected]

The American Lung Association is dedicated to a diverse workforce.
Equal Opportunity Employer M/F/D/V

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