Call Centre Agent

We seek a vibrant Call Center Agent who thrives on providing exceptional assistance to donors and clients. This role involves promptly addressing inquiries, resolving complaints, and fostering positive rapport with our valued donors, all while upholding the highest standards of professionalism and courtesy. Additionally, the incumbent will play a pivotal role in supporting our donor relations team by accurately inputting donation information into the CRM and assisting the development team with bank deposits.

Employment Type: Fixed Term (April 7, 2024 to March 31, 2025)
Schedule: Monday to Friday, 8:00AM to 4:00PM
Reporting to: Contact Center Lead
City: Edmonton
Number of Positions to Fill: 1
RFR #: 632

DUTIES AND RESPONSIBILITIES:

• Answering high volume of incoming phone calls from donors and discussing needs while maintaining great customer/donor relations
• Handling and resolving a variety of donor concerns, complaints, and questions by phone, email and mail
• Resolving problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
• Maintaining donor records by updating account information
• Performing outbound calls to support the fund development team by thanking donors for donations, as well as seeking to promote campaigns to increase donations and funds received
• Continually maintain working knowledge of all programs, services and donations needs for all Mustard Seed city locations
• Receiving donation information and submitted necessary documents to the Donor Relations team as needed.
• Complete weekly bank deposits
• Other duties as may be assigned

MINIMUM QUALIFICATIONS AND SKILLS

• Post-secondary education, with preference given to an applicant with experience working in a non-profit office environment

• Proficiency in Microsoft office programs, specifically data entry

• Exceptional customer service skills with the ability to systematically solve problems and offer solutions
• Superior interpersonal skills, discernment, good listening, and negotiation skills
• Outstanding time management skills motivated to work in a fast-paced environment and with the ability to comfortably work simultaneously on multiple projects.
• Exceptional written and oral communication skills and fluency in English
• Self-motivated and ability to work independently as well an ability to participate in collaboration with the team
• Demonstrates drive and initiative to accomplish results
• Experience in a Call Center or variation of an asset
• Customer service, marketing and customer relational sales experience is an asset
• Experience with CRM’s and soft phone software such as Salesforce and Natterbox preferred.

WORKING CONDITIONS

• Sitting/Standing for long periods of time at a desk
• Moderate physical effort is required to successfully accomplish the essential job functions, such as taking calls via soft phone, keyboarding to word process documents and entering data into Salesforce
• Mental ability – moderate – providing information and representing The Mustard Seed
• Moderate mental effort is required to successfully accomplish the essential job functions such as providing information and resolving data discrepancies
• Flexibility for shift work if required appreciated
• Optional Hybrid work environment, working both in office and remote
• As The Mustard Seed is a Christian ministry, we require our employees to be in agreement and to sign our statement of faith

ADDITIONAL REQUIREMENTS

• An Employment Background Check is required for all positions at The Mustard Seed
• As The Mustard Seed is a Christian ministry, we require our employees to agree to respect and not detract from The Mustard Seed’s Employment Values during their employment at The Mustard Seed.
• Must have legal authorization to work in Canada on a full-time basis for anyone other than current employer

COMPENSATION & BENEFITS

• The Mustard Seed offers a competitive compensation package including 100% employer paid extended health and dental benefits for staff and dependents, matching RRSP after one year of service, and wellness days.
• All The Mustard Seed employees have access to the Employee and Family Assistance Program, which provides support for maintaining a healthy work-life balance, addressing mental health concerns, and focusing on personal development in various areas.

NOTE

• Your privacy is important to us. The information we collect is used solely for consideration for employment.
• We thank all candidates for their interest, however, only those candidates selected for an interview will be contacted. The Mustard Seed reserves the right to amend job advertisements. No phone calls please.
• Please visit our careers page to see more job opportunities.