Customer Service Agent Outbound

4 weeks ago

Halifax, Canada National Diabetes Trust Full time

Our Organization
The National Diabetes Trust is Canada’s largest charitable clothing and small household good collection service. With more than 5,000 donations bins and an active home pick-up service in communities across Canada (excluding Quebec), we collect unwanted gently used clothing and household items, using them to raise much-needed funds for Diabetes Canada.

Each year, the program diverts more than 100 million pounds of clothing and household items from landfill sites across Canada. As an employee on the National Diabetes Trust team, you are part of our national coverage in 2,500 communities, with 28 operations and 100 trucks. Join a team that is making a difference raising money for life altering charitable programs, all while helping the environment.

**What We Offer**:

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

This role will work up to 29 hours per week in 6-hour daily time blocks, including weekends. A consistent schedule will be developed in collaboration with operational needs.

About the Outbound Customer Service Agent Role
Reporting to the Virtual Contact Centre Supervisor, this 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.

**Highlights of the role include**:

- To solicit, schedule and/or confirm donations of reusable clothing and miscellaneous items
- This is accomplished by reading from a standardized script to verify donor information
- To meet or exceed KPI targets and/or productivity standards as outlined by the Supervisor
- To 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
- Additional duties as required, ensuring the effective operation of the Virtual Contact Centre function

About You
- Minimum High School Diploma
- 6+ months of experience in customer service and/or a call centre environment
- Must have in working order at all times 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.
- Must have full availability between the hours of Monday-Friday 3pm-9pm EST and Saturdays and Sundays 11am -5pm EST.
- Strong computer skills and experience with computer databases (mouse, keyboarding, opening/closing programs, locating files, installing/uninstalling programs, updating software, basic troubleshooting)
- Disciplined and organized self-starter who can succeed in a fast-paced, high volume call environment, while being able to manage multiple tasks
- Basic competency in Microsoft Office and Adobe
- Advanced Oral and Written communication

Diversity, Equity and Inclusion Statement
At National Diabetes Trust, we are guided by our values of Accountability, Teamwork, Integrity, and Respect. We believe in the importance of Diversity, Equity and Inclusion (DEI). We are committed to bringing people together in a respectful, inclusive and supportive environment, no matter their age, gender, identity, race, ethnicity, religion, income, sexual orientation, or where they live. In July of 2020, we signed the BlackNorth Initiative CEO pledge and will hold ourselves accountable in meeting those commitments.

How to Apply
- We are committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise us during the recruitment process.
- We thank all interested applicants; however, only those selected for an interview will be contacted.

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