Customer Service Agent Outbound - Virtual - Newfoundland

Diabetes Canada / National Diabetes Trust•St. John's, NL

11d•Remote

About The Position

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.

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, 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)
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