Position Title: Bilingual Customer Care Specialist

Remote - Canada

Full Time, Contract

Reports To: Lead, Customer Experience

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 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.

III. Qualifications

Knowledge and Skill Requirements

• 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.

Experience and Education

• College Diploma or University degree preferred.
• Minimum 2 years in relevant customer service field.
• Previous Contact Center, 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.