Customer Care Specialist

CNIB; Windsor; Remote; CAD 19,000 - 30,000; Part time

Job summary

CNIB seeks a passionate Customer Care Specialist to assist individuals facing sight loss. This contract position offers flexible hours in a remote work environment, requiring strong interpersonal and communication skills. Join our mission to create inclusive communities and support individuals with low vision.

Benefits

Flexible working arrangements

Opportunities for professional development

Employee referral program

Qualifications

• Minimum 2 years in relevant customer service.
• Fluency in English; French ability is an asset.
• Experience with assistive technology or sight loss is a plus.

Responsibilities

• Assist customers with inquiries through inbound and outbound channels.
• Inform callers about various programs and services.
• Handle conflicts and de-escalate emotional situations.

Skills

Interpersonal skills

Time management

Communication

Detail oriented

Education

Degree or diploma in related field

Tools

Microsoft Office

Salesforce

Job description

2 days ago Be among the first 25 applicants

Contract position with variable hours (may work up to full-time hours)

Home-Based

Compensation : $19.50 per hour

Reports to : Lead, Customer Experience

Direct Reports : No

Join us in our mission to change what it is to be blind in Canada.

Founded in 1918, CNIB is one of Canada's oldest charities. We believe our new strategic plan, The Way Forward , will once again revolutionize the way we serve and support our community from coast to coast. Working with us means that you'll be part of an ambitious, diverse team that's committed to changing what it is to be blind today.

We're looking for a mission-driven Customer Care Specialist who is passionate about creating more accessible, inclusive, and equitable communities across Canada where people with low vision have unlimited opportunities and can experience life free from barriers and discrimination.

Your Impact at CNIB

• Independently assist customers, in a timely and accurate fashion, with telephone and email with inquiries, through inbound and outbound channels
• Assist callers who are navigating sight loss by introducing them to Vision Loss Rehabilitation Canada's programs and services
• Informing callers of the diverse range of CNIB services and programs ensuring to promote awareness of community service
• Assist callers with CNIB SmartLife products, sales, returns and investigating shipping concerns
• Provide potential donors with various ways to donate, information on fundraising events, and processing donations
• Assisting CELA patrons with accessible library services
• Maintain an up-to-date awareness of CNIB and partner services, policies and procedures
• Interact with multiple systems simultaneously
• Able to de-escalate callers who may be emotional or navigate uncertain situations
• Resolve or escalate problems, handle conflict, and make effective decisions under pressure
• Openly receives and implements feedback to demonstrate growth in the position
• Contributes to team KPI targets, including call and email quality scores
• Maintains data integrity, privacy, productivity and quality standards
• Perform other duties as assigned

Requirements

Who you are :

Education and Certifications

Degree or diploma in related field, or equivalent work experience

Experience And Qualifications

Minimum 2 years in relevant customer service field

Able to perform all job duties fluently in English; Able to complete all duties fluently in French would be an asset

Experience in developing relationships with customers

Excellent interpersonal skills and positive attitude

Detail oriented with excellent time management and organization skills

Professional written and verbal communication skills

Ability to multitask between high volumes of inquiries from varying channels in an efficient manner

Proficiency with Microsoft Office applications and online resources

Demonstrate knowledge and understanding of Salesforce or similar Client Relationship Management tools is an asset

Previous Contact Center, including inbound and outbound calling and emails

Personal or professional experience relating to blindness and sight loss is considered an asset

Personal or professional experience working with assistive technology and / or accessible environments is considered an asset

Work Environment

Work flexible hours; Monday to Friday between 8 : 00am - 7 : 30pm Eastern

Work in a remote capacity; Home office space must be secure and confidential

Benefits

Perks

We offer industry leading comprehensive and competitive Total Rewards packages and a wide range of perks, including :

Flexible and hybrid working arrangements and schedules.

Opportunities for professional development and growth, including internal inclusion, diversity equity and accessibility (IDEA) initiatives

Enticing internal employee referral program

Be Part of Our Mission

If this sounds like the role for you, please visit our website to submit an application.

Please note that while we invite applications from all interested and qualified applicants, we are unable to follow-up with every applicant.

Working Together for Change

Our diversity is our strength - we take pride in our inclusive workplace. We are committed to recruiting and selecting candidates through fair, transparent, and accessible practices. We strongly encourage applications from members of groups that have been historically disadvantaged and marginalized, including but not limited to Indigenous peoples, racialized persons, persons with disabilities, people who are blind, partially sighted, or Deafblind, and those who identify as women and / or 2SLGBTQ+.

CNIB is committed to accommodating applicants with disabilities and will work with applicants requesting accommodations at any stage of the hiring process.

Learn more about our mission here.

Seniority level

Seniority level

Entry level

Employment type

Employment type

Contract

Job function

Job function

Other

Industries

Non-profit Organizations and Primary and Secondary Education

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