Job Description

Supporter Care Representative (Web/phone Specialist) Bilingual

Mississauga, ON, Canada \xe2\x97\x8f Virtual Req #1015

Friday, January 5, 2024

Are you looking for more than a job? At World Vision Canada we offer challenging careers that change the lives of children all over the world and it will change yours too. Come and be part of a team of 400 Canadians with a vision for the world: Life in all its fullness for every child.

You will experience Christian faith in action helping to make real and lasting change in the lives of the world\xe2\x80\x99s most vulnerable children. Join the World Vision Canada team and be part of a powerful and effective force for good:

For Children. For Change. For Life.

Position: Supporter Care Representative (Web/phone Specialist) Bilingual

Reports to: Team Leader

Position Term: Full Time Permanent

Primary Location: Mississauga, Ontario, Canada

Workplace Type: Remote (Within Canada)

Job Purpose:

Web/Phone Specialists Bilingual are Subject-Matter-Experts in the various giving-opportunities available to our customers, and importantly, in the handling of all donor queries and account maintenance requests. As such, their primary role is to deepen relationships with our existing donors, and to foster strong connections with new customers. They are excellent at offering, saving cancelation opportunities and upsell, cross selling. With each point of contact, whether by email, chat, social media, phone or letter, they are committed to providing our customers with outstanding, positive experiences, an abiding sense of our mission\xe2\x80\x99s work, and the affirmation of their personal support, as highly valued partners with World Vision Canada.

Resourceful, being able to troubleshoot online issues our donors may encounter and is adept at helping callers navigate World Vision\xe2\x80\x99s website and My World Vision accounts. Always the professional communicator, the Web/Corr Specialist thrives on having challenging, yet rewarding conversations with our customers, some of whom may have complicated questions or escalated concerns. Being knowledgeable and well-informed, the Web/Corr Specialist is ready to respond by written letter to our customers who prefer traditional correspondence by mail. Our Web/Corr specialists are also social media savvy and are highly capable and comfortable in conversing across all channels with our customers. Their broad ranging expertise also means that, in addition to these daily duties, Web/Corr Specialists will be individually designated as \xe2\x80\x9cleader-on-duty\xe2\x80\x9d during contact center question periods, being available to mentor and assist other colleagues with challenging customer situations.

Duties and Responsibilities:

Interaction Quality

• Strengthens and affirms new customer partnerships, AND carefully stewards existing customer relationships through meaningful, efficient and satisfying conversations. This satisfaction is ensured by:
• Dedication to first-call-resolution through the careful, accurate and effective handling of all donor concerns, requests, accounts and transactions, thereby earning our customers\xe2\x80\x99 trust.
• Conveying empathetic responses to customers dealing with challenges of any kind,
• Inspiring deepened levels of customer engagement through the promotion of exciting monthly opportunities, as is suitable for each individual customer.

• Personally commits to the highest degree of professionalism as a representative of World Vision Canada, across all communication channels, resulting in a body of work that is motivating to others, challenges their own status-quo, and is overall, consistent, accurate and trustworthy. This includes work conducted by phone, email, letters, web chats or Social Media.

• Exemplifies grace and diplomacy in the handling of challenging conversations, that results in gratifying resolutions to complex donor account issues, such as:

• the event of a child death,
• notification by the NOK of a deceased donor,
• unusual drop & replacements
• any other sensitive or complicated donor situations.
• Creatively adapts to the needs of our donors and sponsors by producing over 100 different letter types in order to provide vital letter communication pieces.

Retention

• Focuses on giving consistent and applied effort in reducing sponsorship cancellation rates month over month, when personally connecting with sponsors by phone, and employs a variety of retention techniques best suited to donor situation, for example:
• Continuation of sponsorship at a later date by putting on hold or reducing the rate for a time period.
• Retention of at least one of multi-sponsorships, or the
• Step-down to another monthly donation plan such as Village2Village or Raw Hope.
• Conducts crucial conversations with sponsors and donors, in order to resolve escalated issues to their satisfaction, such that our customers willingly choose to remain in partnership with World Vision and its programs, for example:

Achieves first and best possible call resolution to secure customer satisfaction, increased faith in our organization, and our donors\xe2\x80\x99 long-term partnership with World Vision Canada.

Business Effectiveness and Efficiency

• Exercises generous hospitality when mentoring junior staff members (Customer Service Representatives) and newer Specialists via:
• the Buddy System, in which at least one junior staff member is paired with the Web/Corr Specialist each day,
• side by side job shadowing for newer Specialists and
• the \xe2\x80\x98On Duty\xe2\x80\x99 scheduled times throughout the week, wherein they will be called upon by other Contact Center team members to answer their questions or assist them with challenging situations.
• Diligently adheres to scheduled shift times and break times, to ensure the contact centre continues to run smoothly without interruption.
• Candidly shares knowledge and expertise, in all CRM related processes, emails, web-chats and social media inquiries, with new managers and stakeholder team members, via job-shadowing opportunities and Q&A sessions.
• Proficient and daily use of CRM, DCSS, CIC, Stepwise, Microsoft Office, and Hootsuite
• Meets or exceeds the established performance goals as noted in Performance Metrics below.

Team Productivity & Performance

• Maximizes personal effort required to help the Contact Center achieve its SLA daily, by efficiently handling assigned work, so as to meet or exceed the expected hourly rate of achievement, as outlined in in the Performance Metrics below.
• Inspires increased donor engagement on all appropriate calls, through the promotion of our monthly Extra Blessing upselling offers and selected WVC products.

Qualifications:

• College Diploma or 3 years\xe2\x80\x99 relevant Customer Service Experience.
• Experience in Communications/writing.
• Exceptional performance and experience in Inbound/Outbound Interactions \xe2\x80\x93 telephone, email, letters, social media.
• Proficient in website and troubleshooting with donors over the phone, email, web chat and social media.
• Easily adapts to the Hootsuite platform and efficiently responds to social media inquiries
• Excellent written and oral communication skills.
• Discerning in understanding and distinguishing between the different written tones of emails, letters, web chats and Social Media.
• Thrives well under pressure.
• Demonstrates a personal commitment to the work of this organization.
• Readily extends oneself to our customers by providing prayer support, when appropriate.
• Personable, flexible, approachable and coachable.
• Emotionally mature in taking full ownership of one\xe2\x80\x99s performance and professional behavior, being keenly self-aware.
• Exemplifies Christ-centered behavior towards others, and inspires such character in others.
• Collaborative, thoughtful, ever-learning, and contributes to a spirit of innovation and creativity.

Why Consider Us?

• World Vision Canada has consistently been awarded Canada\xe2\x80\x99s and the GTA\xe2\x80\x99s top employers. Other awards granted are for financial transparency, marketing, customer service and for the work we do in the field.
• We are Canada\xe2\x80\x99s largest development, relief and advocacy non-profit.
• Competitive total rewards package.
• You get extra time off. We close for an additional day on long weekends, 6 times a year. You can get up to six weeks\xe2\x80\x99 vacation, plus paid sick days, personal days & wellness days.
• Flexible work schedules, allowing you to prioritize yourself, your family and your work.
• Work from home opportunities.
• Opportunities to work with cutting edge technology.
• Opportunities for continued learning and professional development.
• Opportunities to become a member of our Employee Resource Groups.
• A creative and dynamic work environment, where your ideas and contributions can be heard, valued and respected.
• A supportive management team committed to upholding the highest standards of diversity and inclusivity.

#LI-Remote

We bring life-saving support in times of disaster. We help poor communities to take charge of their futures. We provide small loans and training that boost family livelihoods. We work with policy makers to change the way the world is run. Our Christian faith teaches us that every child, regardless of gender, faith or race, is a precious gift to the entire world - and that their wellbeing concerns us all. We shall never rest while children suffer in situations that can be changed.

Our Core Values: We are committed to the Poor. We are Christian. We are Stewards. We value People. We are Partners. We are Responsive.

Qualified candidates must be able to demonstrate a commitment to the core values and mission of the World Vision partnership.

World Vision Canada takes our Safeguarding responsibilities seriously and we provide an environment that is safe for our child and adult beneficiaries. We have strong recruitment procedures to make sure the safest and most suitable people work with the children in our programs. We provide our staff and volunteers with ongoing supervision, support and training in their work with child and adult beneficiaries.

World Vision Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Thank you for your interest; however only those applicants selected for an interview will be contacted.

Other details

• Job Family Donor/Supporter Services
• Job Function Individual Contributor
• Pay Type Salary
• Employment Indicator Fully Remote

• Mississauga, ON, Canada
• Virtual

World Vision International