Customer Care Specialist (Bilingual)
CNIB Foundation, Canada

Part Time, Contract (6 months)

Anywhere in Canada (home based)

Number of Vacancies: 2

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.

• Provide high quality customer service by using internal and external knowledge sources to resolve caller requests in a professional, timely, and accurate manner.
• Use consultative skills, empathy, and active listening to effectively understand and support caller queries.
• Support and provide information to clients, their family, and their loved ones as they navigate sight loss. Explain and connect to callers to VLRC services, clinics, and programs.
• Inform clients of the diverse range of CNIB services and programs from Guide Dogs to Technology, CNIB Card, Volunteer, Come to Work, Lake Joe and more. Promote awareness of community services.
• Educate callers on CNIB Smartlife products, process sales, investigate shipping enquiries and assist with returns and product troubleshooting enquires.
• Engage with our generous Donors Provide information on various ways to donate from single or monthly donations, bequests and art or property. Provide information on events and process donations.
• Support CELA patrons access to library services. Understand the patrons needs, set up appropriate reading profiles and preferences, place holds on books, troubleshoot access and device issues, connect readers to Bookshare.
• Resolve customer complaints, provide timely feedback on customer service issues.
• Identify and resolve problems and make effective decisions to handle conflict.

Requirements

Education and Certifications

• Degree or diploma in related field, or equivalent work experience.

Experience and Qualifications

• Minimum 2 years in relevant customer service field.
• Oral and written fluency in English and French is a must.
• Previous Contact Center, including outbound calling experience.
• Experienced 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 mediums in an efficient manner.
• Demonstrated knowledge and understanding of Salesforce, EVRR, and similar Client Relationship Management tools is an asset.
• Proficiency with Microsoft Office applications and online resources.
• 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.

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.
• Years of service awards and year-round rewards as part of our employee recognition program.
• Enticing internal employee referral program.

If this sounds like the role for you, please visit our website to submit an application. Be sure to include a resume, cover letter, and mention how you heard about this opportunity.

Closing date: February 16, 2024

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

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 margi

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