DONOR CARE ASSOCIATE

Children Believe; Markham; Hybrid; CAD 35,000 - 46,000; Full time

Benefits offered by this job

Hybrid work

Competitive pay

Benefits package

RRSP matching

Health Spending Account

Professional development days

Paid time off

Employee discounts

Job summary

Children Believe is seeking a Donor Care Associate to deliver exceptional service across calls, emails, letters, chats, and more. You will help increase donor retention, assist with campaigns, and maintain accurate CRM records to ensure smooth donor experiences.

Ideal candidates have 2+ years in customer service, strong English communication, and empathy. Hybrid work is offered with comprehensive benefits and professional development opportunities.

Qualifications

• Two years of customer service experience in a call center or similar environment.
• Commitment to donor satisfaction and retention, including saving cancellations.
• Ability to actively listen and show empathy during interactions with supporters.
• Strong verbal and written communication in English.
• Basic business writing to create/edit correspondence.
• Experience with CRM systems is an asset.

Responsibilities

• Handle inbound/outbound calls, emails, letters, and chats to supporters.
• Process donations, updates, inquiries, complaints, and donor escalations.
• Meet departmental service levels and maintain data accuracy in the CRM.
• Provide subject matter expertise and resolve donor concerns efficiently.
• Document all interactions in the CRM with receipts and communications.
• Support fundraising campaigns and upsell during interactions.
• Follow up promptly on donor inquiries and maintain relationships.

Skills

Customer service

Active listening

English writing

Telephone etiquette

CRM experience

Bilingual (French/Spanish)

MS Office

Tools

Microsoft Dynamics 365

Job description

Join us to help break the barriers to education that steal children’s choices one by one until they have none. Together, we can foster an environment where education unlocks a world of choices, nurturing creativity, resilience, and hope for a better tomorrow. At Children Believe, we won’t stop until every child can dream fearlessly and grow up to live the life they choose to live.

Children Believe is currently recruiting for the following position:

DONOR CARE ASSOCIATE

The Donor Care Associate (DCA) is dedicated to delivering exceptional customer service during interactions with our existing and potential supporters, serving as their primary point of contact. This involves handling inbound/outbound telephone calls, emails, letters, online chat, and other forms of communication. The role entails not only providing assistance but also working to increase supporter retention, as well as assisting with fundraising campaigns.

With a focus on strengthening relationships between our supporters and Children Believe, the DCA is tasked with nurturing positive supporter engagement. This includes personalizing correspondence, conducting phone follow-ups, and sending emails. Additionally, the DCA must possess active listening and call management skills to effectively handle challenging or sensitive calls.

As a member of the Supporter Operations & Engagement team, the DCA collaborates closely with colleagues to achieve team goals. A proactive and solution-oriented approach is essential to contribute effectively to the team’s success. Attention to detail, adaptability to new technologies, innovation, and effective time management are also key attributes required for this role.

This role includes, but not limited to:

Relationship Management and Daily Activities – 40 %

• Handle inbound phone calls, emails, letters, and voice messages to provide exemplary customer service to existing and potential supporters of Children Believe, with a focus on stewardship, cultivation, and retention.
• Process donations, account contact updates, payment updates, inquiries, complaints, and donor escalations while ensuring compliance with policy and procedures.
• Achieve departmental Service Level Agreements and Key Performance Indicators as specified by the manager.
• Maintain quality assurance for call management, correspondence, and data accuracy.
• Offer subject matter expertise to proactively address supporter concerns with a "one & done" approach, resolving issues efficiently.
• Ensure accurate and detailed documentation of all supporter interactions in the CRM system, including recording payments, income tax receipts, conversations, emails, and donor-supplied documents.
• Enhance supporter retention by suggesting alternatives to cancellation and identifying retention opportunities based on outlined KPIs.
• Process necessary adjusting entries in accordance with Children Believe business rules and **el**??
• Provide or update income tax receipts, adhering to Children Believe business rules and CRA requirements.
• Maintain knowledge of all Children Believe campaigns and activities to deliver outstanding supporter stewardship, cultivation, and retention.
• Assist team members as needed.
• Ensure prompt follow-up to all donor inquiries.

Donor Retention and Cultivation (50%):

• Conduct outbound calls for arrears and reminders, focusing on collecting outstanding donations and returning donor files to good standing.
• Perform outbound supporter stewardship calls to welcome new supporters and express appreciation for donations received, fostering positive donor relationships.
• Support fundraising efforts by upselling during interactions and conducting specific call campaigns to secure new donations for appeals.
• Utilize save techniques to improve supporter retention and prevent cancellation of monthly pledges.
• Initiate and send necessary correspondence, such as letters, emails, and collateral, to enhance supporter relationships.
• Provide superior customer service by promptly addressing donor questions and resolving complaints or concerns.

Other Responsibilities (10%):

• Participate in focus groups and cross-functional teams within Children Believe.
• Review Donor Care processes and recommend improvements or changes to the manager as appropriate.
• Perform other related duties as assigned.

The ideal candidate possesses:

• Two years of customer service experience in a call center or similar environment.
• Demonstrated commitment to providing excellent customer service with a focus on donor satisfaction and retention (saving cancellations and asking donors to make up missed donations).
• Ability to actively listen and show empathy during interactions with supporters.
• Strong verbal and written communication skills in English.
• Basic proficiency in business writing, including the ability to create and edit correspondence.
• Familiarity with telephone fundraising or sales is a plus.
• Experience in managing complaints and resolving issues.
• Basic computer skills, including accurate keyboarding (minimum 55 words per minute) and proficiency in MS Word, Excel, and Outlook.
• Ability to perform basic troubleshooting of website and technology issues.
• Willingness to work flexible hours, including overtime if required.
• Fluency in French or Spanish is considered an asset.
• Experience with Microsoft Dynamics 365 or a similar CRM system is considered an asset.
• Commitment to Children Believe's Vision, Mission, and Values.
• Accountability for results and meeting performance goals.
• Exercise good judgment, tact, and diplomacy in interactions with donors.
• Strong commitment to providing excellent customer service.
• Ability to influence and persuade supporters effectively.
• Excellent team player, willing to collaborate with colleagues to achieve common goals.
• Capacity to multitask and adapt to changing priorities while maintaining focus and meeting deadlines.
• Strong organizational skills and attention to detail.
• Commitment to ongoing professional development and learning.

Type: Hybrid

Our Hybrid Workplace Program is a flexible work arrangement that permits employees to work remotely while also occasionally being required to come into the Organization’s office. If approved to work from home as part of our Hybrid workplace program; the incumbent must be available to work from the Organization’s office from time to time as determined by the supervisor or as otherwise directed by the Organization.

Compensation

Between $35,000-$46,000 annually based on experience.

We value our employees and offer a comprehensive benefits package to support your professional and personal growth:

• Competitive Compensation Package: We provide an attractive compensation package with clearly stated hiring ranges.
• Flexible Work Environment: Enjoy a flexible work environment, including hybrid work options, flexible hours, “No Meeting Mondays,” and the option to work up to 20 days out of province per year.
• Comprehensive Benefits Plan: Our group benefits plan includes health and dental coverage, an Employee and Family Assistance Program (EFAP), and RRSP matching up to 5%, starting from day one.
• Health Spending Account: Access to our $500 Healthcare Spending Account to top up expenses not covered in the benefits program
• Performance Incentives: Participate in our Pay for Performance Plan with up to 6% performance incentive pay.
• Professional Development: Benefit from 5 paid professional development days and experience professional growth through a variety of learning opportunities.
• Paid Time Off: Enjoy an annual Christmas closure, receive 2 float days, and have access to up to 10 sick day
• Generous Vacation Policy: Enjoy 3 weeks paid vacation with incremental increase every 5 years up to 6 weeks.
• Other Employee Perks: Take advantage of our Employee Discount Program and various other perks designed to enhance your overall well-being and work-life balance.

Applicants must be legally eligible to work in Canada.

Consistent with our Child Protection/Safe-Guarding Policy the successful candidate must receive clearance by a criminal record check.

Children Believe is committed to diversity in the workplace and is an equal opportunity employer.

Children Believe is committed to providing workplace accommodations. If you require an accommodation, inform us and we will work with you to meet your needs.

We thank all applicants for applying, however, only candidates selected for an interview will be contacted.

Please note that this posting is for an existing vacancy at Children Believe.