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Donor Support Representative
| Location: | Toronto, Ontario, Canada |
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| Job Type: | Contract |
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| Posted: | 11th Sep 2009 |
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| Closing Date: | 18th Sep 2009 |
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| Posted By: | Plan International Canada Inc. |
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| Details: | |
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Donor Support Representative
Description of Position
The Donor Support Representative provides superior service to our donors in a call-centre environment. Communication with our donors happens by a variety of channels including written correspondence, email and over the telephone. The Donor Support Representative evaluates, solves problems and responds to inquiries covering a broad range of donor concerns and/ or information requests. The Donor Support Representative projects an image of knowledge, dedication, solution oriented, courtesy and professionalism that is recognized as such by donors and colleagues.
Specific Responsibilities:
- Provides exceptional service in all interactions with our donors through all forms of correspondence (phone, email and mail)
- Ensures our highest level of service standards are met and surpassed
- Superior time management skills to ensure optimum performance, deadlines are met including staying current with Plan practices and activities as they relate to our donors
- Contributes to Donor Support initiatives as needed
- Projects a positive, real and engaging image of Plan Canada (internally and externally)
- Addresses escalated inquiries to the appropriate People Leader in a timely and consistent fashion
- Identifies trends in donor/sponsor complaints and relays trends to their People Leader
- Participates in projects as assigned
- Regular communications with People Leader re: volume of work, complaints, monthly drivers, successes
- Other duties as assigned
EXPECTATIONS/ DELIVERABLES:
- Responds to 60 – 70 donors daily, expectations will be reviewed during peak periods and can be modified by the People Leader
- Other duties will include high touch point outbound calling (Phase-out, Welcome calls, long-tenured callbacks)
- Must have a “can do” approach, an outgoing personality and ambition to succeed
- Builds donor loyalty by providing recommendations and alternatives, up-selling of products and services to improve revenue
SKILLS, EXPERIENCE AND APTITUDE REQUIRED:
- Strong verbal communication skills developed through customer service or sales responsibilities
- Strong initiative and follow-through
- Customer care approach ideally demonstrated through experience in a customer service role
- Dedication and commitment to providing outstanding service
- Flexibility and adaptability in handling varying schedules, new situations and change
- Demonstrated team/quality/learning orientation
- Demonstrated ability to create effective written correspondence
- Analytical, research and problem solving skills
- Post secondary education; university degree would be preferred
- Bilingual skills (English/French) is preferable
- Strong affiliation to the Plan cause and participating in the improvement of the lives of children around the world
*** The Donor Support Representative must be available to work varying schedules weekdays between 8 a.m. and 7 p.m. Each work day is 7.5 hours.
To apply for this Contract role please forward, by September 18, 2009, an outline of your skills and experience. Salary is commensurate with experience. Please reference Donor Support Representative- Contract in the subject line.
Consistent with our Child Protection Policy the successful candidate must receive clearance by a police background check, including the vulnerable sector screen.
Plan sincerely thanks all applicants for their expressed interest in this opportunity; however only those selected for an interview will be contacted. No Phone calls please.
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