Help Line and Online Campaign Support

Job city: 
Toronto
Job region: 
Greater Toronto Area
Application Deadline: 
Friday, August 18, 2017 - 5:00pm

Basic Function:

To deliver superior customer service to our donors, volunteers and United Way partners. Also to assist workplace account volunteers using United Way's proprietary online campaign system, UnitedWay@work.

Reports to: Manager, Account Services

Responsibilities:

  • Provide frontline support for workplace online fundraising campaign contacts and donors
  • Offer technical and non-technical assistance for online users for inbound and outbound calls and emails
  • Communicate with constituents in both official languages (Written and oral)
  • Clearly identify problems and either resolve immediately or scale appropriately
  • Accurately log and update requests for assistance using an online ticketing system
  • Support Account Services team through online campaign configuration, email creation and validation with stakeholders
  • Provide guidance for workplace volunteers to review their online campaign set up for accuracy and ensure it meets expectations prior to lunch
  • Respond and prioritize inbound telephone, voice mail, and e-mail requests for assistance
  • Compile quantitative information to help analyze online campaign results
  • Extract and archive data from online management system as required
  • Provided data entry support and customized reporting with tight turnaround
  • Other duties as assigned

Qualifications:

  • Minium 1 year proven customer service experience in a fast paced work environment
  • Fluency in French and English
  • Effective listening , communication (verbal and written), negotiation and telephone skills
  • Ability to represent the organization in a professional and caring manner
  • Ability to learn quickly and retain knowledge in a dynamic environment
  • Logical problem sorter with a very strong attention to detail and accuracy
  • Self-motivated with strong time management skills to handle competing priorities under pressure
  • Proficiency in Microsoft Suite, particularly Excel;, Word, and PowerPoint
  • Experience training individuals or groups on web-based technology an asset
  • Knowledge of HTML formatting an asset
  • Experience using online ticketing system to track calls and email; call centre experience and asset
  • Excellent teamwork, interpersonal and constituent service skills including the ability to work respectfully and inclusively with diverse populations
  • Ability to exercise good judgment and discretion

This is a full-time contract position (15-18 week contract)

How to Apply:

Interested candidates please submit your cover letter and resume no later than Friday, August 18, 2017 at 5:00 p.m. to:

Emilie Fronte

E-mail: efronte@uwgt.org

Please paste the line below in your subject line when responding by e-mail.

Help Line and Online Campaign Support

UWTYR offers accommodation for applicants with disabilities in our recruitment process. If you are contacted by UWTYR regarding a job opportunity, please advise if you required accommodation.

Thank you to all applicants for their interest. Please note that due to the volume of resumes, only candidates selected for an interview will be contacted.