Charity & Donor Support Associate

CanadaHelps is looking for a problem-solving, self-starting Charity & Donor Support Associate with a passion for social change to join our team. This is a unique opportunity to be part of a purpose-driven tech company at a time of critical importance for the work we do. CanadaHelps has been a leader in charitable giving in Canada for 23 years, and has grown rapidly in the last 5 years; it now generates and processes more than $400 million in charitable donations.

About the Role

The Charity & Donor Support Associate plays a pivotal role in shaping a company's reputation, customer satisfaction, and overall success. Effective Associates serve as the frontline ambassadors of the company, directly interacting with customers to address inquiries, resolve issues, and provide assistance. By delivering exceptional service, they not only foster positive relationships with customers but also contribute to customer loyalty, retention, and advocacy. Additionally, Charity & Donor Support Associates provide valuable insights into customer needs, preferences, and pain points, which can inform product development, marketing strategies, and business decisions. Ultimately, strong customer and technical service functions enhance brand reputation, drive revenue growth, and differentiate the company in a competitive marketplace.

Key Responsibilities

• Provide a high-level of customer and technical support to our charities, donors, partners and any internal and external stakeholder via inbound Phone and Email channels;
• Apply our call experience model for phone calls and established quality standards for emails in order to internally ensure compliance with our expectations, and externally ensure customer satisfaction and loyalty;
• Liaise with the Instructional Designer & Facilitator to ensure our knowledge base is up-to-date and create, maintain and update internal records and documentation;
• Use critical thinking and sound judgment to identify cases of urgency by escalating accordingly to internal departments, requests or challenges needed to be resolved in a prompt manner;
• Contribute to personal and group projects to improve customer support operations and processes, and attend scheduled team and company meetings;
• Act as a brand ambassador for the CanadaHelps brand and values, and keep up to date on our products, policies and procedures to ensure accurate information and correct implementation, and take initiative to continuously enhance skills;
• Support the implementation of new technology to support departmental and organizational processes and goals;
• Work with the Manager to meet individual and team goals as set by the Sr. Director of Customer Experience & Ops.

Required Skills and Experience

• Minimum 2 years of experience in a customer service call center or technical support role in a SaaS, online, technology, or eCommerce company;
• Exceptional customer service skills with a positive can do attitude and the ability to connect with empathy while offering meaningful solutions
• Coachable, flexible, and a self-motivated team player who thrives in a collaborative environment
• Demonstrated ability to adapt quickly to change and a great capacity to prioritize and multitask
• Excellent listening and communication skills, both verbal and written
• Detail-oriented, meticulous, and analytical thought-process
• Experience with Salesforce, Google Apps, and Microsoft Office, and an aptitude for learning new computer programs quickly
• Strong interpersonal skills with the ability to work independently and as part of a larger team
• Passion for helping to build stronger communities and making a difference

Here Is What We Have To Offer

• A permanent position with a competitive salary, 100% employer-paid benefits, generous RRSP matching, generous time off, and flexible work policies.
• A chance to make a difference and a unique opportunity to add major value as a key member of a growing team in a forward-thinking, technology-focused environment.
• A “get things done”, open, collaborative and flexible environment.
• Amazing co-workers with passion, intelligence, energy, and ideas.
• A flexible schedule and work location policy.

What you can expect with our interview process:

We understand interviewing can be a daunting experience, and we are here to support you every step of the way. Here is a step by step guide on what interviewing with us looks like:

Accommodation: CanadaHelps is an equal opportunity employer, and welcomes and encourages applications from all persons including those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation at any stage of the recruitment process, please contact accessibility@canadahelps.org so that appropriate accommodations can be made.