Contact Center Agent

The Mustard Seed; Calgary; Hybrid; CAD 38,000 - 52,000; Full time

Benefits offered by this job

Employee Assistance Program

Job summary

The Mustard Seed in Calgary, Alberta is seeking a service-oriented Contact Center Agent dedicated to delivering exceptional donor and client support. You will respond to inquiries, resolve concerns, and build positive relationships through professional communication, while supporting donor stewardship with thank-you calls and CRM data entry.

This fixed-term role runs September 2026 through January 2027, with a Monday–Friday schedule, and reports to the Donor Relations Manager.

Qualifications

• Post-secondary education; nonprofit background preferred.
• Proficiency in Microsoft Office with data entry ability.
• Exceptional customer service skills and problem-solving.
• Strong English written and oral communication.
• Ability to work independently and in a team; drive and initiative.
• Call center experience or related asset.
• Experience with CRM systems preferred (Salesforce, Natterbox).

Responsibilities

• Handle high volume donor and client inquiries by phone.
• Resolve donor concerns and questions via call, email, mail.
• Update donor records accurately in the CRM.
• Make outbound thank-you calls to donors.
• Support donor stewardship and engagement activities.
• Assist Donor Relations and Development teams as needed.
• Maintain knowledge of programs and donations needs.

Skills

Customer service orientation

Excellent communication

Time management

Team collaboration

Problem solving

English fluency

Education

Post-secondary education

Tools

Salesforce

Natterbox

MS Office

Job description

We are seeking a service-oriented Contact Center Agent 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: Fixed Term (September 2026 to January 2027)
Schedule: Monday to Friday, 8:00AM to 4:00PM
Reporting to: Donor Relations Manager
City: Calgary
Number of Positions to Fill: 1
RFR #: 2224

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 CRM’s 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 Seed’s 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

• 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.