Coordinator, Customer Service (Contract)

United Way; Toronto; On-site; CAD 57,000 - 70,000; Full time

Benefits offered by this job

Salary

Comprehensive benefits

Pension (defined benefit)

Life insurance

Disability insurance

EFAP

Vacation & holidays

Hybrid work environment

Job summary

United Way Greater Toronto is seeking a Coordinator, Customer Service for a 9-month unionized contract. You will be the first point of contact for donors, volunteers and staff, delivering consistent service and coordinating Operations and Account Services teams.

Reporting to the Manager, Customer Service, you will handle calls and emails, process donations, train staff, maintain reporting dashboards and knowledge bases, and ensure data quality in CRM systems such as Spark.

Qualifications

• 1–3 years experience in an administrative role serving internal and external constituents.
• Experience working with databases.
• Intermediate to advanced Excel and Word skills.
• Strong mathematical capabilities (i.e. complex calculations and logic statements).
• Demonstrated organizational and time management skills.
• Excellent written and verbal communication skills.
• Ability to work under pressure and meet deadlines.
• Ability to work collaboratively and inclusively with diverse stakeholders.

Responsibilities

• Answer and resolve calls and emails; triage and escalate as needed.
• Process donations by phone and issue tax receipts; provide end-to-end service.
• Train and support staff to use systems and tools for inquiries.
• Create and circulate regular reporting and KPI dashboards.
• Maintain knowledge base, routing tables and training materials.
• Coordinate activities across Operations and Account Services; track progress.
• Support in CRM platforms and campaign content setup and maintenance.
• Maintain operations documents and donor/organization records.
• Coordinate campaigns and archiving of reports; assist with reporting.
• Produce analysis extracts to support key processes and decisions.
• Arrange meetings and manage records; other duties as assigned.

Skills

Administrative experience

Databases

Excel

Word

Communication skills

Organizational skills

Time management

Tools

UWCC Member’s Portal

EasySecure

Job description

Coordinator, Customer Service (9 month- contract)

We are committed to pay transparency and equity, the salary for this role is $63,648.00 /year.

United Way Greater Toronto is seeking a Coordinator, Customer Service for a unionized contract role on our team.

How you will make a difference:

Reporting to the Manager, Customer Service, the Coordinator, Customer Service will deliver consistent and extraordinary customer service to donors, volunteers and internal staff as a first point of contact with United Way and coordinate the Operations and Account Services teams’ production and process activities.

• Answer and resolve incoming telephone calls and emails via multiple customer entry points; prioritize, resolve, reassign and elevate issues as required
• Process donations by phone, issue tax receipts, and provide end-to-end service for inquiries
• Provide training and support to seasonal and permanent staff to use systems and tools for monitoring and managing customer service inquiries
• Create and circulate regular reporting and KPI dashboard on calls received, calls resolved, resolution time, etc.
• Create and maintain a knowledge base of common answers, reference documents, routing table and related training documentation to support the smooth operation of the customer service function
• Coordinate and monitor key operational activities across the Operations and Account Services teams; maintain a master schedule of activities, track progress of activities and proactively identify any issues for resolution on a timely basis
• Provide operational support in the use of United Way’s multiple giving platforms, assisting in the content setup, performing quality control reviews, and performing ongoing system maintenance tasks
• Maintain clear and accurate operations documents/procedures for reference purposes
• Ensure our database (i.e. Spark) is populated with accurate organizational and donor records, including the relevant attributes and plans
• Coordinate United Way @work campaigns and functionality, including tracking technical contacts and completion of technical assessment, creating @work links for other United Ways, creation of online campaigns, and complete archiving of relevant @work reports
• Complete the provisioning and setup of accounts using SPC (Salesforce Philanthropy Cloud), as well as assist with campaign tracking and reporting where required
• Perform ongoing database and intranet site maintenance to meet Constituent Relationship Management objectives
• Extract accurate, useful information for analysis in support of the development and implementation of key processes
• Respond to internal and external requests pertaining to the department, its policies, projects and accounts
• Organize, maintain and update electronic and paper records and filing systems in alignment with departmental and team records management protocols
• Arrange meetings as requested, i.e., logistics, preparation of materials etc.
• Other duties as assigned

What you bring to the role:

• 1-3 years experience in an administrative role serving internal and external constituents
• Experience working with databases
• Intermediate to advanced Excel and Word skills
• Strong mathematical capabilities (i.e. complex calculations and logic statements)
• Demonstrated organizational and time management skills
• Excellent communication skills, both written and verbal
• Excellent attention to detail and proven track record of accuracy
• Ability to assess priorities and meet deadlines while working under pressure
• Excellent teamwork, interpersonal and constituent service skills including the ability to work respectfully and inclusively with a diverse set of constituents including staff, donors and volunteers
• Ability to take initiative and manage small projects from beginning to end with minimal supervision
• Experience with Constituent Relationship Management an asset
• Knowledge and experience with Centralized Campaigns, as well as the UWCC Member’s Portal and EasySecure an asset
• Willingness to actively contribute to the organizational Reconciliation and Equity framework through participation in learning opportunities and implementing anti-oppressive, and anti-racist learnings into action internally and externally

Being part of our team:

• Competitive total compensation package including:
  • Salary
  • Comprehensive benefits
  • Defined benefit employer-matching pension
  • Life insurance
  • Short-term and long-term disability benefits
  • Employee and family assistance program (EFAP)
• Generous paid time-off package including vacation, personal and cultural days, summer hours and hybrid work environment
• Commitment to the well-being and work-life balance for our employees
• Collaborative, high-performing, team focused on long-term and collective success
• Largest United Way world-wide
• Work with the GTA’s top philanthropic leaders

If you're a motivated, tech-savvy communicator who thrives in a service-oriented role, we’d love to hear from you!

As part of our recruitment process, United Way Greater Toronto offers accommodation for applicants with disabilities. If we contact you about an opportunity, please let us know if you require accommodation.

UWGT is committed to the ethical and responsible use of emerging technologies, including artificial intelligence (AI). While we currently do not use AI for decision-making that produces legal or similarly significant effects, we may use analytics or automation tools to improve donor engagement, personalize experiences, or optimize internal processes.

As per our recruitment policy, internal candidates are encouraged to let their current manager know that they have applied for another role.

About United Way Greater Toronto:

As the largest non-government funder of community services in the GTA, United Way Greater Toronto reinforces a crucial community safety net to support people living in poverty. United Way’s network of agencies and initiatives in neighbourhoods across Peel, Toronto and York Region works to ensure that everyone has access to the programs and services they need to thrive. Mobilizing community support, United Way’s work is rooted in ground-breaking research, strategic leadership, local advocacy and cross-sectoral partnerships committed to building a more equitable region and lasting solutions to the GTA’s greatest challenges.

Diversity & Inclusion:

United Way is committed to creating an inclusive workplace that reflects our diverse community to ensure we’re best equipped to serve it. We encourage candidates from diverse backgrounds and those who may need accommodation to apply to join our team. Our commitment to excellence in diversity goes beyond promoting equity. By incorporating a variety of experiences and perspectives, we create opportunities for innovative solutions and maximize the impact of our work.

Learn more about our work at unitedwaygt.org.