About Penny Appeal Canada
Penny Appeal Canada is a relief and development organization with a really BIG vision for the world. We want to create the best societies we can and to break the cycles of need and poverty for good. That's why we work to turn small change into a BIG DIFFERENCE. We are a proud member of the global Penny Appeal family that celebrated its 10-year anniversary in 2019.
Penny Appeal was first set up to provide poverty relief across Asia, the Middle East, and Africa by offering water solutions, organizing mass feedings, supporting orphan care, and providing emergency food and medical aid. Since then, we have transformed lives and empowered communities around the world as well as right here at home. Our vision is a world that's united and strong. Communities working together, supporting one another, leaving need and poverty behind for good.
Penny Appeal Canada's approach to charity is simple, yet has a massive impact. We make charitable giving affordable and rewardable, ensuring everyone can help those in need by donating just a few pennies each day. Penny Appeal Canada is one of the fastest growing charities in Canada.
Donor Care Specialist Position Overview
Are you passionate about helping people others and want to make a difference in the lives of others less fortunate?
Do you have excellent communication and customer service skills with the ability to fundraise to make a difference?
Our Donor Care Team is growing and we're looking for an experienced and driven individual with a passion to help achieve our mission of helping the less fortunate across the globe to raise funds, sponsor orphans, build wells, feed the needy, and respond to emergencies.
Our Donor Care Specialists are highly-skilled individuals with strong interpersonal and data management skills who are able to effectively communicate and respond to all our donor inquiries and resolve any issues that arise on daily basis with the focus on providing world-class donor experience and great results.
Donor Care Specialist's work from home with in-person office days as required in the GTA, and we have one full-time position open right now.
Join our team today and use your exceptional sales and customer service skills to help end poverty and make our world a better place by turning small change into a big difference!
Key Areas of Responsibility
- Full knowledge and understanding of all our programs in order to serve our Donor community
- The ability to articulate the impact of a Donor's gift to help make an impact.
- Ability to connect with each donor on a personal level and build a strong relationship through phone calls, emails and texts.
- Navigating software, making any required profile notes, following script guidelines and processing a gift as required.
- Comfortable with reaching quotas and ambitious to meet target goals to make the best impact we can!
- Processing donations, updating spreadsheets and system data while providing support to other departments/teams
- Participate in ongoing training and workshops to improve your communication, skills, and knowledge about Penny Appeal's programs and activities
Qualifications & Requirements
- Passionate commitment to helping donors and making a positive impact for our local and global beneficiaries
- Post-secondary degree or completion of certification in related field of study is required
- Mature and experienced with at least 1-2 years of Call Center or similar experience with the ability to process both inbound and outbound calls, including cold calls, 100+ fundraising/welcome calls daily using provided Call scripts and software
- Background in customer service and sales with solid fundraising experience
- Proficient in Excel or Google Sheets (V-look up, Pivot tables, etc.)
- Digital Platform experience: G-Suite, Asana, CRM, Slack, Stripe, Live Chat is an asset
- An aptitude for listening, solving problems, and responding to new challenges with a positive attitude
- Strong communication skills (written and verbal) in English and French (preferred)
- Professionally and timely management of high volume inbound/outbound calls, chats, texts and emails with industry best practices
- Resourceful self-starter with courage and confidence to approach donors and collaborate with different departments and teams
- Ability to follow instructions with minimal supervision
- Highly organized and efficient with great attention to details and a proven ability to multitask
- Experience in handling monetary transactions with discretion (taking payments, etc.)
- Have a dedicated, quiet and private home office (with a door), Headset USB with mic and newer-version Windows PC or Mac (Required)
- Have a secure high-speed internet connection (satellite is not compatible)
- Bilingual preferred; fluency in French (verbal and written)
- Must be 18 years of age or older, eligible to work in Canada, and able to pass a criminal background check
Compensation and Start Date
This position is home based anywhere in Canada, with a competitive salary compensation and health benefits upon completion of the 3 month probation period.
Hours/Shift Opportunities (35 hours weekly):
9:00am - 5:30pm EST or 9:30am - 6:00pm EST (Mon-Fri + potential weekend shifts during busy season)
Each shift is subject to change during various busy seasons such as Ramadan, Dhul Hijjah, etc;
You'll be working the same schedule weekly at 35 hours/week (8.5 hours work day minus 1 hr lunch).
Start date is May 2024