[Remote] Customer Service Agent Outbound - Virtual - New Brunswick

Note: The job is a remote job and is open to candidates in USA. National Diabetes Trust is Canada’s largest charitable clothing and small household good collection service. The Outbound Customer Service Agent is responsible for soliciting, scheduling, and confirming donation pickups while providing excellent customer service and maintaining accurate records.

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

Skills

• 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 (weekend availability is required)
• 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

Benefits

• Employee Assistance Program (EAP)
• Registered Pension Plan (100% Employer-paid) once eligibility criteria are met
• Corporate discounts through Perkopolis, Value Village and GoodLife Fitness

Company Overview