Job Title

I. Scope and Summary of Primary Responsibilities As the primary point of contact for CNIB and partner services, the Customer Care Specialist is responsible for professional and thorough customer service through inbound, outbound and email contact channels. II. Essential Functions The position entails, but is not limited to the following general responsibilities: Independently assist customers in a timely and accurate fashion with telephone and email inquiries through inbound and outbound channels. Assist callers who are navigating sight loss by introducing them to Vision Loss Rehabilitation Canadas programs and services. Inform callers of the diverse range of CNIB services and programs, ensuring promotion of community service awareness. Assist callers with CNIB SmartLife products, sales, returns and investigative shipping concerns. Provide potential donors with various ways to donate, information on fundraising events, and processing donations. Assist 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 deescalate callers who may be emotional or navigate uncertain situations. Resolve or elevate problems, handle conflict, and make effective decisions under pressure. Openly receive and implement feedback to demonstrate growth in the position. Contribute to team KPI targets, including call and email quality scores. Maintain data integrity, privacy, productivity and quality standards. Perform other duties as assigned. III. Qualifications Knowledge and Skill Requirements Able to perform all job duties fluently in English; ability 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 efficiently. Proficiency with Microsoft Office applications and online resources. Demonstrate knowledge and understanding of Salesforce or similar CRM tools; an asset. Experience and Education College Diploma or University degree preferred. Minimum two years in relevant customer service field. Previous Contact Center experience, including inbound and outbound calling and emails. Personal or professional experience relating to blindness and sight loss. Personal or professional experience working with assistive technology and/or accessible environments. 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. CNIB is committed to accommodating applicants with disabilities and will work with applicants requesting accommodations at any stage of the hiring process. #J-18808-Ljbffr