Call Centre Agent

We are seeking a service-oriented Call Center Agent Assistant who is passionate about delivering exceptional support to donors and clients. This role involves responding to inquiries resolving concerns and building positive relationships through professional and courteous communication.

The successful candidate will also support donor stewardship efforts by making thank-you calls and helping to strengthen donor engagement. Additionally this role provides administrative support to the Donor Relations and Development teams including accurately entering donation data into the CRM.

Employment Type: Full-time
Schedule: Monday to Friday 8:00am to 4:00pm
Reporting to: Donor Relations Manager
Location: Calgary AB

MAJOR DUTIES AND RESPONSIBILITIES

• Answering a high volume of incoming phone calls from donors and discussing needs while maintaining great customer/donor relations
• Handling and resolving a variety of donor concerns complaints and questions by phone email and mail
• Resolving problems by clarifying issues researching exploring answers/alternative solutions implementing solutions and escalating unresolved issues
• Maintaining donor records by updating account information
• Performing outbound calls to support the fund development team by thanking donors for donations.
• Continually maintain working knowledge of all programs services and donations needs for all
• Other duties as may be assigned.

MINIMUM QUALIFICATIONS AND SKILLS

• Post-secondary education with preference given to an applicant with experience working in a non-profit office environment
• Proficiency in Microsoft office programs specifically data entry
• Exceptional customer service skills with the ability to systematically solve problems and offer solutions
• Superior interpersonal skills discernment good listening and negotiation skills
• Outstanding time management skills motivated to work in a fast-paced environment and with the ability to comfortably work simultaneously on multiple projects.
• Exceptional written and oral communication skills and fluency in English
• Self-motivated and ability to work independently as well an ability to participate in collaboration with the team
• Demonstrates drive and initiative to accomplish results
• Experience in a Call Center or variation of an asset
• Customer service marketing and customer relational sales experience is an asset
• Experience with CRMs and soft phone software such as Salesforce and Natterbox preferred.

WORKING CONDITIONS

• Sitting/Standing for long periods of time at a desk
• Moderate physical effort is required to successfully accomplish the essential job functions such as taking calls via soft phone keyboarding to word process documents and entering data into Salesforce
• Mental ability moderate providing information and representing The Mustard Seed
• Moderate mental effort is required to successfully accomplish the essential job functions such as providing information and resolving data discrepancies
• Flexibility for shift work if required appreciated
• Optional Hybrid work environment working both in office and remote

ADDITIONAL REQUIREMENTS

• An Employment Background Check is required for all positions at The Mustard Seed.
• As The Mustard Seed is a Christian ministry we require our employees to agree to respect and not detract from The Mustard Seeds Employment Values during their employment at The Mustard Seed.
• Must have legal authorization to work in Canada on a full-time basis for anyone other than current employer.

COMPENSATION & BENEFITS

• The Mustard Seed offers a competitive compensation package for full-time employees which includes extended health and dental benefits for both staff and their dependents.
• An overnight premium is provided for all overnight shifts to recognize and compensate for the unique demands of working during these hours.
• All The Mustard Seed employees have access to the Employee and Family Assistance Program which provides support for maintaining a healthy work-life balance addressing mental health concerns and focusing on personal development in various areas.

NOTE

• Your privacy is important to us. The information we collect is used solely for consideration for employment.
• We thank all candidates for their interest however only those candidates selected for an interview will be contacted. The Mustard Seed reserves the right to amend job advertisements. No phone calls please.
• Please visit ourcareerspage to see more job opportunities.

Required Experience:

Unclear Seniority