[Hiring] Customer Service Agent Outbound @Diabetes Canada / National Diabetes Trust

Role Description

The Outbound Customer Service Agent role is responsible for soliciting, scheduling, and confirming donation pick-ups of reusable clothing and small household goods from the public. While there is no sales component to this role, we are seeking outgoing individuals with a focus on providing a “best in class” customer experience.

• Solicit, schedule, and/or confirm donations of reusable clothing and miscellaneous items.
• Read from a standardized script to verify donor information.
• Meet or exceed KPI targets and/or productivity standards as outlined by the Supervisor.
• Understand and promote the mission of Diabetes Canada and the National Diabetes Trust to the general public.
• Provide potential donors with a high level of customer service by demonstrating a professional manner, discipline, and strong organizational skills.
• Inform the Supervisor of any system or process discrepancies.
• Maintain accurate and up-to-date records.
• Attend all scheduled shifts, training, and meetings as determined by the Supervisor.
• Maintain confidentiality of donor information.
• Perform additional duties as required, ensuring the effective operation of the Virtual Contact Centre function.

Qualifications

• Minimum High School Diploma.
• 6+ months of experience in customer service and/or a call centre environment.
• Strong computer skills and experience with computer databases.
• Intermediate web and email skills.
• Disciplined and organized self-starter.
• Basic competency in Microsoft Office and Adobe.
• Advanced oral and written communication skills.

Requirements

• Must have a PC home computer, direct connect (wired) high-speed internet (no Wi-Fi/router), a USB noise cancelling headset, and either an All-in-One Printer (copier, scanner, printer) OR the ability to sign documents electronically.
• Full availability between the hours of Monday-Friday 3pm-9pm EST and Saturdays and Sundays 11am-5pm EST.

Benefits

• Work from the comfort of your own home.
• Employee Assistance Program (EAP).
• Registered Pension Plan (100% Employer-paid) once eligibility criteria are met.
• Corporate discounts through Perkopolis, Value Village, and GoodLife Fitness.