Customer Service Agent Outbound - Virtual - New Brunswick

National Diabetes Trust; Remote; CAD 30,000 - 60,000; Part time

Job summary

A charitable organization in Canada is seeking an Outbound Customer Service Agent to manage donation pick-ups from the public. In this work-from-home position, you will need to possess strong communication and organizational skills, along with customer service experience. A High School Diploma and basic computer competencies are required. This part-time role demands flexibility, with weekend availability necessary. Join us and help make a difference in communities across Canada while supporting the mission of Diabetes Canada.

Benefits

Employee Assistance Program (EAP)

Registered Pension Plan (100% Employer-paid)

Corporate discounts through Perkopolis and GoodLife Fitness

Qualifications

• Must have a PC home computer and wired high-speed internet.
• 6+ months of experience in customer service or call centre.
• Full availability during specified hours is required.

Responsibilities

• Solicit and schedule donations of reusable items.
• Provide high-level customer service to potential donors.
• Maintain accurate records of donor information.

Skills

Customer service experience

Strong computer skills

Advanced communication skills

Organizational skills

Education

High School Diploma

Tools

PC home computer

USB noise-cancelling headset

Microsoft Office

Adobe

Job description

Our Organization

The National Diabetes Trust is Canada’s largest charitable clothing and small household good collection service. With more than 5,000 donation bins and an active home pick-up service in communities across Canada (excluding Quebec), we collect unwanted gently used clothing and household items, using them to raise much‑needed funds for Diabetes Canada. Each year, the program diverts more than 100 million pounds of clothing and household items from landfill sites across Canada. As an employee on the National Diabetes Trust team, you are part of our national coverage in 2,500 communities, with 28 operations and 100 trucks.

What We Offer

• Work from the comfort of your own home
• Employee Assistance Program (EAP)
• Registered Pension Plan (100% Employer‑paid) once eligibility criteria are met
• Corporate discounts through Perkopolis, Value Village and GoodLife Fitness

Hiring Rate: $15.70

Hours of Work: This role will work up to 29 hours per week in 6‑hour daily time blocks, including weekends. A consistent schedule will be developed in collaboration with operational needs.

About The Outbound Customer Service Agent Role

Reporting to the Virtual Contact Centre Supervisor, this role is responsible for soliciting, scheduling and confirming donation pick‑ups of reusable clothing and small household goods from the public. While there is no sales component to this role, we are seeking outgoing individuals with a focus on providing a “best in class” customer experience.

Highlights Of The Role Include

• Solicit, schedule and/or confirm donations of reusable clothing and miscellaneous items
• Perform calls by reading a standardized script to verify donor information
• Meet or exceed KPI targets and/or productivity standards as outlined by the Supervisor
• 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
• Complete additional duties as required, ensuring the effective operation of the Virtual Contact Centre function

About You

The selected candidate for this role will meet the following minimum requirements:

• Minimum High School Diploma
• 6+ months of experience in customer service and/or a call centre environment
• Must have 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 3 pm‑9 pm EST and Saturdays and Sundays 11 am‑5 pm 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 managing multiple tasks
• Basic competency in Microsoft Office and Adobe
• Advanced oral and written communication

Diversity, Equity and Inclusion Statement

At National Diabetes Trust, we are guided by our values of Accountability, Teamwork, Integrity, and Respect. We believe in the importance of Diversity, Equity and Inclusion (DEI). We are committed to bringing people together in a respectful, inclusive and supportive environment, no matter their age, gender, identity, race, ethnicity, religion, income, sexual orientation, or where they live. In July of 2020, we signed the BlackNorth Initiative CEO pledge and will hold ourselves accountable in meeting those commitments.

How To Apply

• Must be legally eligible to work in Canada and, where applicable, have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role
• NDT welcomes applications from all qualified candidates, including people of all genders, Indigenous peoples, persons with disabilities, and members of visible minorities. We value a diverse workforce that reflects the communities we serve
• We are committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise us during the recruitment process

Hiring Process Disclosure: This posting is for an existing vacancy. All applications are reviewed by a member of our Human Resources team. We do not use AI in the recruitment process.

We thank all interested applicants; however, only those selected for an interview will be contacted.