Call Center Representative

4 weeks ago

Toronto, Canada Covenant House Toronto Full time

**Position**: Donor Care CSR - Seasonal

**Reports to**: Donor Services Manager

**Department**: Development and Communications

**Location**: Toronto

Covenant House helps youth ignite their potential and reclaim their lives. As Canada’s largest agency serving youth who are homeless, trafficked or at risk, we offer the widest range of 24-7 services to more than 300 young people each day.

As a national leader, we educate and advocate for long-term change to improve the lives of vulnerable youth. More than a place to stay, we provide life-changing care with unconditional love and respect. We offer housing options, health and well-being support, training and skills development, and ongoing care once youth move into the community.

As a primary self-funded agency we raise 75% of our $40 million annual operating budget.

**Purpose of the Position**:
The donor care specialist primary responsible is to ensure timely and accurate processing and acknowledgment of our donations, administration and or donor communications. While following standard guidelines to ensure CRA compliance and high standard of data integrity.

1. General Donation Mail Sorting and Mail Processing
- Mail Processing:

- Sort, open, batch and tally donation mail, verifying cheques meet bank and CRA requirements for issuing tax receipts (i.e., Cheque made payable to Covenant House Toronto, date, signature and amounts match, donor name on donation coupon and cheque match, etc.)
- Verifying donations coupons balance to cash.
- Other duties as required
- Data entry:

- Data entry of general single donations is completed in a timely manner as per set benchmarks.
- Verifying gift entries balance to batch total and appropriate campaign, fund, appeal and package and letter code is assigned as per donation coupon.
- Add and/or update appropriate codes and ensure donor records reflect up-to-date information as per the donation coupon.
- Process credit card donations through Raiser’s Edge
- Entering pay method (credit card, chequing) information for all imported recurring gifts batches in Raiser’s Edge.
- Prepare cash sheet for credit card donations
- Balance credit card batches to the cash sheet before delivering to Finance
- Other duties as required

2. Reconciliation and Quality
- Reconcile all imported gift batches from RemitSql to the batch header. Confirm through the Daily Quality Check sheet that the information balances. When there are any discrepancies, investigate and correct to balance the money.
- Perform daily quality checks for all imported gifts through online and RemitSql.
- Communicate with staff when donations have been imported for next stages for quality.
- Run weekly queries to capture all new donors. Send appropriate Welcome Packages including tote bags for all consolidated donors
- Ensure all tribute donors have been linked, files are correct, and queries have been run for the printing of the tribute cards.
- Process all tribute acknowledgements and mail to donors.
- Other duties as required

3. Customer Service
- Setting up records of new donors
- Update donor information and track all points of contact with donors via Raiser’s Edge donor database.
- Fulfills donor requests for extra incentives - i.e., Xmas cards, pins etc.
- Contact donors who have invalid credit card #’s
- Updates donor files to include key information learned from phone conversations or letter correspondence
- Sending out information packages; duplicate receipts; additional card packages etc. as requested by donors.
- Other duties as required

**Qualifications**:

- A minimum college diplomas
- 3 years customer service and data processing experience
- Proficient in Microsoft Office, in particular Word Mail Merge, Excel tables, sorts and filters, and Outlook
- Proficiency with the Raiser’s Edge is an asset, with advanced experience importing and exporting data, pivot tables and queries.
- French is an asset
- Outbound telemarketing experience is helpful
- Prior data entry experience is necessary.

**Competencies**:

- Strong attention to detail
- High level of accuracy
- Strong verbal and written communications skills
- Strong customer services and interpersonal skills
- Able to work in a fast-paced environment
- Good problem-solving abilities

**Attributes**:

- Self-motivated, high energy and results oriented
- Tactful and diplomatic
- Collaborative and team oriented
- To ensure the safety of our staff, youth and volunteers, Covenant House Toronto has implemented a mandatory COVID 19 Vaccination Policy in compliance with the City of Toronto. In accordance with the Ontario Human Rights Code, exemptions will only be granted to individuals based on applicable medical/religious grounds._

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