Customer Service Agent Outbound - Virtual - New Brunswick

Diabetes Canada / National Diabetes Trust•Saint John, NB

11d•Remote

About The Position

The National Diabetes Trust is Canada’s largest charitable clothing and small household good collection service, diverting over 100 million pounds of items from landfills annually to raise funds for Diabetes Canada. As an employee, you contribute to this national effort across 2,500 communities. The Outbound Customer Service Agent reports to the Virtual Contact Centre Supervisor and is responsible for soliciting, scheduling, and confirming donation pick-ups of reusable clothing and small household goods from the public. The role emphasizes providing a "best in class" customer experience without a sales component, focusing on outgoing individuals.

Requirements

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
Must have direct connect (wired) high speed internet (no Wi-Fi/router)
Must have a USB noise cancelling headset
Must have 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)
Intermediate web and email skills (internet, downloading, logging on/off, clearing history, sending, and receiving email messages, attaching/saving/opening files), message boards, instant messaging
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
Must be legally eligible to work in Canada and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role

Responsibilities

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