[Hiring] Customer Care Specialist @Canadian National Institute for the Blind

Role Description

As the primary point of contact for CNIB and partner services, the Customer Care Specialist is responsible for professional and thorough customer service through inbound, outbound and email contact channels.

• Independently assist customers, in a timely and accurate fashion, with telephone and email inquiries.
• Assist callers navigating sight loss by introducing them to Vision Loss Rehabilitation Canada’s programs and services.
• Inform callers of the diverse range of CNIB services and programs, promoting awareness of community service.
• Assist callers with CNIB SmartLife products, sales, returns, and investigating shipping concerns.
• Provide potential donors with various ways to donate, information on fundraising events, and processing donations.
• Assist CELA patrons with accessible library services.
• Maintain an up-to-date awareness of CNIB and partner services, policies, and procedures.
• Interact with multiple systems simultaneously.
• Able to de-escalate callers who may be emotional or navigating uncertain situations.
• Resolve or escalate problems, handle conflict, and make effective decisions under pressure.
• Openly receive and implement feedback to demonstrate growth in the position.
• Contribute to team KPI targets, including call and email quality scores.
• Maintain data integrity, privacy, productivity, and quality standards.
• Perform other duties as assigned.

Qualifications

• Able to perform all job duties fluently in English; fluency in French would be an asset.
• Experience in developing relationships with customers.
• Excellent interpersonal skills and positive attitude.
• Detail-oriented with excellent time management and organization skills.
• Professional written and verbal communication skills.
• Ability to multitask between high volumes of inquiries from varying channels efficiently.
• Proficiency with Microsoft Office applications and online resources.
• Knowledge and understanding of Salesforce or similar Client Relationship Management tools is an asset.

Requirements

• College Diploma or University degree preferred.
• Minimum 2 years in a relevant customer service field.
• Previous Contact Center experience, including inbound and outbound calling and emails.
• Personal or professional experience relating to blindness and sight loss.
• Personal or professional experience working with assistive technology and/or accessible environments.

Work Environment

• Work flexible hours; Monday to Friday between 8:00am – 7:30pm Eastern.
• Work in a remote capacity; home office space must be secure and confidential.
• CNIB is committed to accommodating applicants with disabilities and will work with applicants requesting accommodations at any stage of the hiring process.