Specialist, HelpLine

NEPSE Trading; United States; Remote; USD 45,000 - 55,000; Full time

Job summary

The American Lung Association is hiring a Specialist, HelpLine to deliver tobacco cessation counseling via Quitline channels. This remote, home-based role supports the Illinois Tobacco Quitline grant program and requires strong customer service skills and the ability to work in a fast-paced call-center style environment.

The ideal candidate has a degree and experience in counseling or health education, plus familiarity with CRM systems and Microsoft Office tools.

Qualifications

• Associate's degree required; bachelor's degree or certification in addiction counseling and/or experience in counseling preferred.
• Minimum 3 years' experience in counseling, community health education, or social work is preferred.
• Experience with tobacco cessation or health behavior change is preferred.
• Ability to communicate effectively on the telephone and online via chat; strong customer service skills.
• Ability to relate to people from diverse educational, socioeconomic and ethnic backgrounds.
• Ability to handle a call center environment with large volumes of inbound/outbound calls.
• Willingness to work a flexible schedule including training hours and evenings/weekends if needed.
• Strong analytical, organizational, and coordination abilities; initiative and self-management.
• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook; typing skills; CRM familiarity.

Responsibilities

• Answer Quitline incoming calls and provide reactive and proactive counseling on tobacco use.
• Document calls and follow up in the database; log voicemail messages and counseling actions.
• Provide information on tobacco cessation via phone, chat, text, or email.
• Obtain certification as tobacco treatment specialist and maintain CEUs.
• Follow Quitline protocols and ensure data collection in the database.
• Participate in resource evaluation and assist in indexing new materials.

Skills

Customer service

Telephone communication

CRM familiarity

Interpersonal skills

Analytical decision making

Education

Associate's degree

Bachelor's degree or addiction counseling cert

Tools

Microsoft Word

Excel

PowerPoint

Outlook

CRM software

Job description

# Specialist, HelpLineAmerican Lung AssociationUnited StatesFull timeRemoteUSD 50,000 – 50,000Apply by Jan 6, 2027## About the roleThe American Lung Association has an excellent opportunity for a Specialist, HelpLine. Working as a member of the HelpLine department, 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. The Specialist, HelpLine will be responsible for working within the American Lung Association grant funded program, Illinois Tobacco Quitline, the incumbent will provide information or guidance regarding tobacco/smoking cessation counseling to the general public.Location: Remote This position is home-based, and we encourage candidates in any location in the United States to apply.### Responsibilities* Answer Quitline incoming calls related to those who are seeking assistance in stopping tobacco use – providing reactive and proactive counseling* Complete and maintain documentation in the database for each call – logging message left on voicemail, performing counseling and follow ups on designated calls as appropriate* Provide information or guidance on all questions regarding tobacco cessation via Quitline technology (telephone, chat, text, email)* Participate in course and become certified as a tobacco treatment specialist; maintain CEU requirement for certification* Follow Quitline protocol on all responses* Assure all information is collected and entered into the database* Participate as a member of the resource evaluation committee to assure continual updating of resources* Assist in indexing new materials* Be familiar with current smoking cessation and tobacco intervention techniques for the purpose of counseling* Understand and implement protocols for dealing with special groups or projects* Become familiar with all issues concerning tobacco prevention and environmental issues* Coordinate and implement mission related activities* Coordinate, implement and monitor deliverables* Complete reports as assigned* Staff committees and work groups as assigned* Continually seek innovative ALA growth Qualifications: Associate's degree required, bachelor's degree or certification as an addiction counselor and/or experience in counseling preferred* A minimum of 3 years' experience in counseling, community health education, or social work is preferred* Previous experience with tobacco cessation or health behavior change, preferred* Ability to communicate effectively on the telephone and online via chat 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* Ability to work a flexible schedule - training hours; weekdays – daytime first 4 weeks and transition to afternoons next 4 weeks; after training work afternoon/evening hours of 1:30 pm – 9 pm Central Time and one designated weekend day from 9 am – 5 pm Central Time* 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* Knowledgeable in Microsoft Word, Excel, Power Point and Outlook* Good typing skills* Familiarity with CRM systems and practices* Hold valid driver's license and be able/willing to attend events as requested* (Travel/mileage reimbursed according to ALA policy)* Ability to lift and carry 25 lbs* (event supplies)* Consistent with its mission, the American Lung Association maintains a tobacco-free workplace, all employees must abstain from use of tobacco in any form, including vaping* Compensation: Exact compensation may vary based on skills, experience, and location* The target hiring rate for this position is $50,000 per annum### BenefitsThe Lung Association offers a comprehensive benefits package including: Paid Leave - 10 vacation days in the first year (15 days thereafter), 2 personal days and 15 sick days per year, as well as 12 company-paid holidays per year. We also offer Paid Parental Leave for eligible employees. Insurance - Employees (and their eligible dependents) can enroll in our medical, dental, and vision plans, as well as voluntary plans for critical illness, accident, hospital indemnity, short-term disability and supplemental life/AD&D insurance.Employees will be enrolled in company-paid life/AD&D and long-term disability Insurance coverage. Retirement Plan - Eligible employees can participate in our 401(k) Defined Contribution Retirement Plan, which offers matching employer contributions (up to 4%) and year-end discretionary non-elective contributions. Equal Employment Opportunity The American Lung Association is an equal opportunity employer.It is the policy of the American Lung Association to prohibit discrimination and harassment of any type and to provide equal employment opportunities to employees and applicants, without regard to their race, color, sex, sexual orientation, age, marital status, religion, national origin, alienage or citizenship status, genetic predisposition or carrier status, or physical and/or mental disabilities, veteran status, or any other status protected by law. Policy Statement It is the policy of the American Lung Association to prohibit discrimination and harassment of any type and to provide equal employment opportunities to employees and applicants, without regard to their race, color, sex, sexual orientation, age, marital status, religion, national origin, alienage or citizenship status, genetic predisposition or carrier status, or physical and/or mental disabilities, veteran status, or any other status protected by law. This policy applies in all employment actions including recruitment, hiring, promotions, transfers, corrective actions, terminations, compensation, benefits and training.