Job Description

Donor Care Specialist

Full-Time, Permanent, Toronto, ON

CNIB invites you to build a career as unique as you! We are currently searching for a Donor Care Specialist! Reporting to the Director, Donor Data, Analytics, & Engagement, the Donor Care Specialist will provide essential support to CNIB\xe2\x80\x99s Direct Marketing team by handling inquiries, primarily from monthly donors, regarding donations, cancellations, and complaints. This position will provide professional, courteous, and accurate solutions to our donors, resulting in a better donor experience and stronger longstanding relationships with CNIB.

Your impact at CNIB

• Respond to CNIB\xe2\x80\x99s monthly donor inquiries via phone and email, in a timely, professional, and courteous manner.
• Listen, identify, and capture donor needs accurately and provide effective and efficient solutions, seeking assistance where necessary.
• Adhere to organizational policies and procedures when dealing with donor requests and complaints.
• Transfer or escalate donor inquiries to other philanthropy staff or management where necessary.
• Carry out routine tasks such as donor record updates, upgrades, cancellations, and other related donor service activity on organizational CRM system with acute attention to detail.
• Work closely with all units of the direct marketing team to stay aware and up to date on current campaigns in market.
• Monitor donor complaints, identify areas causing donor dissatisfaction and escalate to management in a timely manner.
• Set up and process donations by CNIB donors upon request.

Requirements

Who you are

• Demonstrated, exceptional donor (customer) service skills.
• Excellent communication skills (both written and oral).
• Proven ability to multi-task and meet deadlines.
• Patience and confidence in dealing with difficult donor interactions.
• Positive and professional attitude with the capability of going the extra mile.

We want to hear from you if you have:

• Prior experience in a customer service/call center environment.
• Experience with CRM systems, Microsoft Office, and willingness to learn other software.
• Knowledge of donation processing, receipting and CRA regulations is an asset.
• Ability to speak French is an asset.
• Personal or professional experience relating to blindness and sight loss is considered an asset
• Personal or professional experience working with assistive technology and/or accessible environments is considered an asset

Benefits

Apply now!

If this sounds like the role for you, apply today! Be sure to include a resume, cover letter, and mention how you heard about this opportunity.

CNIB is committed to creating and fostering an inclusive culture and welcomes applications from diverse candidates, including but not limited to the Black, Indigenous, and People of Colour (BIPOC) community, persons with disabilities, people who are blind or partially sighted, and those who identify as women, gender diverse, and/or 2SLGBTQ+. We strongly encourage applications from applicants with sight loss. Direct lived experience would be a definite asset. If at any stage you require accommodation, please let us know and we will work with you to support your accessibility needs. We\'re excited to review your application!

Please note: while we invite applications from all interested and qualified applicants, we are unable to follow-up with every applicant.

Closing date: April 17, 2023

About us

Life is a beautiful, wonderful, complex thing. Life with sight loss should be no different. At CNIB, we\'re on a mission to change what it means to be blind, and we\'re not slowing down. We think big, take risks, embrace change, and ask questions. We\'re inviting you to be part of the conversation.

Our diversity is our strength \xe2\x80\x93 we take pride in our inclusive workplace and are committed to recruiting and selecting in a fair, transparent, and accessible way. CNIB welcomes applications from those who have demonstrated a commitment to upholding the values of inclusion, diversity, equity and accessibility (IDEA) to join us in expanding our capacity for inclusion in the broadest sense. To this end, we strongly encourage applications from members of groups that have been historically disadvantaged and marginalized, including but not limited to Indigenous peoples, racialized persons, persons with disabilities, people who are blind or partially sighted, and those who identify as women and/or 2SLGBTQ+. We enthusiastically invite applications from applicants with sight loss. Direct lived experience is a definite asset. CNIB is committed to accommodating applicants with disabilities and will work with applicants requesting accommodations at any stage of the hiring process.

Our team\'s health and wellness are a priority, which is why we offer comprehensive benefits, competitive compensation, and flexible work schedules developed to help you stay healthy.

At CNIB, we are relentlessly passionate about what we do. We are in our second century of smashing societal barriers and stigmas through innovative programs and powerful advocacy. We are a collaborative, empowered team that drives achievement and equality. If that sounds like your cup of tea, let\'s talk.

CNIB Foundation