Customer Care Specialist

Customer Care Specialist

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.

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.

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.
• Group insurance benefits include dental, health and vision care.
• 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. 

Closing date: February 25, 2025

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.