Job Detail

Our Organization
The National Diabetes Trust is Canada’s largest charitable clothing and small household good collection service. With more than 5,000 donations bins and an active home pick-up service in communities across Canada (excluding Quebec), we collect unwanted gently used clothing and household items, using them to raise much-needed funds for Diabetes Canada.
Each year, the program diverts more than 100 million pounds of clothing and household items from landfill sites across Canada. As an employee on the National Diabetes Trust team, you are part of our national coverage in 2,500 communities, with 28 operations and 100 trucks. Join a team that is making a difference raising money for life altering charitable programs, all while helping the environment.

Hourly Rate: $16.50/hour

What We Offer:

• Work from the comfort of your own home
• Registered Pension Plan (100% Employer-paid) once eligibility criteria are met
• Corporate discounts through Perkopolis, Value Village and GoodLife Fitness
• Hours of Work*

This role will work up to 29 hours per week in 6-hour daily time blocks, including weekends.
About the Outbound Customer Service Agent Role
Reporting to the Virtual Contact Centre Supervisor, this role is responsible for soliciting and confirming donations of reusable clothing and small household goods from the public.

Highlights of the role include:

• To understand and promote the mission of NDT to the general public
• Solicit and/or confirm donations of reusable clothing and miscellaneous items
• Read from a standardized script to verify donor information
• To meet or exceed KPI targets and/or productivity standards as outlined by the Supervisor
• Provide potential donors with a high level of customer service by demonstrating a professional manner, discipline and strong organizational skills
• Inform the Supervisor of any system or process discrepancies
• Maintain accurate and up to date records
• Attend all scheduled shifts, training, and meetings as determined by the Supervisor
• Maintain confidentiality of donor information
• Additional duties as required ensuring the effective operation of the Virtual Contact Centre function

About You
The selected candidate for this role will meet the following minimum requirements:

• Minimum High School Diploma
• 6+ months of experience in customer service and/or call centre environment
• Maintain on regular basis and have available to use; a PC home computer, direct connect (wired) high speed internet (no Wi-Fi/router), a USB noise cancelling headset, and either an All-in-One Printer (copier, scanner, printer) OR the ability to sign documents electronically.
• Comfortable working in a fast paced environment, while being able to manage multiple tasks
• Full availability between the hours of Monday-Friday 3pm-9pm EST and Saturdays and Sundays 11am -5pm EST.
• Strong computer skills and experience with computer databases (mouse, keyboarding, opening/closing programs, locating files, installing/uninstalling programs, updating software, basic troubleshooting)
• Intermediate web and email skills (internet, downloading, logging on/off, clearing history, sending, and receiving email messages, (attaching/saving/opening files), message boards, instant messaging
• Basic competency in Microsoft Office and Adobe
• Advanced Oral and Written communication
• Disciplined and organized self-starter who can succeed in a fast-paced, high volume call environment

Diversity, Equity and Inclusion Statement
At National Diabetes Trust, we are guided by our values of Accountability, Teamwork, Integrity, and Respect. We believe in the importance of Diversity, Equity and Inclusion (DEI).
We are committed to bringing people together in a respectful, inclusive and supportive environment, no matter their age, gender, identity, race, ethnicity, religion, income, sexual orientation, or where they live. In July of 2020, we signed the BlackNorth Initiative CEO pledge and will hold ourselves accountable in meeting those commitments.
How to Apply

• Must be legally eligible to work in Canada and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role.
• NDT welcomes applications from all qualified candidates, including women, LGBTQ+, Indigenous peoples, persons with disabilities, and members of visible minorities. We value a diverse workforce that reflects the communities we serve.
• We are committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise us during the recruitment process.
• We thank all interested applicants; however, only those selected for an interview will be contacted.