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Donor Care Representative (Bilingual) Anywhere in Canada

June 10 2021
Industries Healthcare, social assistance
Categories Customer service, Customer Service, Call Centres
Montreal, QC

WHY JOIN THE CANADIAN CANCER SOCIETY (CCS)?

We are the only national charity that supports Canadians with all cancers in communities across the country—no other organization does what we do. As the voice for Canadians who care about cancer, we fund groundbreaking research, provide trusted information about cancer, offer a support system to help people with cancer and their families cope, and shape health policies to prevent cancer and support those living with the disease.

With the help of hundreds of thousands of people that the Canadian Cancer Society (CCS) brings together, we are a force-for-life in the face of cancer. Join us and you can work with passionate and committed individuals from coast to coast who are working to improve the cancer experience by helping people live longer and enhancing their quality of life.

To learn more about us, visit cancer.ca.

JOB OVERVIEW

Under the supervision of the Team Lead – Inbound Operations,the main responsibility of the Bilingual Donor Care Representative (DCR) is providing a positive point of contact to donors and supporters via phone. The DCR is accountable for outbound donor calls supporting CCS fundraising and stewardship programs, as well as inbound calls when needed. The DCR understands their role as a donor-centric organizational ambassador to all CCS supporters. Hours of operation for the team are Monday to Friday, 8am to 9pm EST, with occasional work required outside of standard business hours.

WHAT YOU’LL BE DOING:

  • Provide exceptional customer service to donors via phone and email by answering questions regarding their account, donations and fundraising questions;
  • Supports inbound inquiries related to processing donations, encouraging participation in CCS campaigns and answering general account maintenance inquiries;
  • Maximize event fundraising by supporting special event participants with the set-up of their online profiles and the use of online fundraising tools;
  • Meet or exceed monthly key performance targets including service level, revenue and call quality;
  • Ensure positive donor experiences by participating in quality assurance testing (QA) of database solutions;
  • Accurately process donations and updates donor contact/donation information utilizing internal CRM systems;
  • Accurately and efficiently perform data entry into CRM systems;
  • Demonstrate passion for Canadian Cancer’s Society’s mission;
  • Other duties as assigned.

QUALIFICATIONS:

  • Completion of related post-secondary education, or equivalent combination of education and experience;
  • Highly developed customer service, communication and problem- solving skills. Demonstrated ability to answer telephone inquiries using a professional and courteous manner;
  • Strong interpersonal skills that allow one to work effectively in a diverse working environment and ensure donor satisfaction through first-call resolution;
  • Strong organizational skills and attention to detail to ensure accuracy in donor records and gifts;
  • Experience working in MS Office, SalesForce, Luminate Online, Deloitte, Artez or other online fundraising software an asset;
  • Ability to work in a fast-paced, multi-tasking team environment;
  • Ability to speak French and English is required.

WORKING CONDITIONS:

  • Works closely & interacts with other Donor Services team members, however most work is completed independently;
  • Handles multiple priorities and interactions with many clients, both internal and external to the organization;
  • Responds to inquiries from the general public (in person, on phone or via e-mail) and promotes a pleasant and positive demeanor;
  • Works under tight deadlines;
  • Works with confidential issues and data;

WHAT YOU CAN EXPECT FROM US:

CCS offers meaningful opportunities to help make a difference in the lives of Canadians with cancer and their families. We are committed to fostering a culture that is inspiring, supportive and exemplifies our core values:

CARING COURAGE INTEGRITY PROGRESSIVE.

In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary, excellent benefits and the opportunity to have a rewarding employment experience where your contributions can make a true difference every day.

HOW TO APPLY:

Qualified candidates are invited to submit their resume, cover letter and salary expectations.

For internal candidates, this position is assigned to salary band 2.

CCS is committed to employment equity and encourages applications from all qualified candidates. CCS will make available reasonable accommodations for people with disabilities upon request.

We thank all candidates for their interest and advise that only those selected for an interview will be contacted.

Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles, employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.

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