Term: Full Time, Contract, Home based.

Reports To: Lead, Customer Experience The Customer Care Specialist serves as a trusted first point of contact for CNIB and for the organizations and services supported by the CNIB Contact Centre, including CELA, Vision Loss Rehabilitation Canada and CNIB SmartLife. Through compassionate, accessible and person-centred service, the Specialist listens carefully, understands individual needs and connects clients navigating vision loss, customers, donors, patrons and partners with appropriate information, programs, services and support. Success in this role requires strong bilingual communication, empathy, problem-solving, sound judgment, adaptability and the ability to effectively manage multiple priorities and systems.

Each interaction helps strengthen trust in CNIB and the services we represent while positively shaping the overall customer experience. This role offers the opportunity to make a meaningful difference in people's lives while developing experience across customer service, accessibility, technology, e-commerce, philanthropy and community-based services. The Specialist receives training across several CNIB and partner service areas and works as part of a collaborative team committed to delivering an inclusive and positive customer experience.

Complete required training for all supported business lines, systems and service areas, meeting established training goals, timelines and schedules. Provide attentive and effective customer service while simultaneously documenting interactions in databases, researching across platforms and identifying relevant information and resources. Maintain familiarity with available materials to respond quickly, accurately and confidently.

Deliver timely, accurate and accessible customer service through inbound and outbound calls,



email and other supported communication channels. Represent CNIB and the organizations and services supported by the Contact Centre with professionalism, empathy and a solid commitment to customer experience. Provide clear information about CNIB programs, services and community resources, helping callers understand and access the support available to them.

Support people navigating vision loss by listening carefully, identifying their needs and connecting them with appropriate Vision Loss Rehabilitation Canada programs and services. Book appointments and create accurate referrals to support timely access to services. Support current and prospective donors by processing donations and responding to inquiries about giving options, fundraising initiatives and tax receipts.

Assist CELA patrons with registration, account maintenance, reading preferences and basic technical troubleshooting. When an issue cannot be resolved, book a technical support appointment or escalated through the appropriate channel. Maintain current knowledge of CNIB and partner programs, services, policies and procedures to provide consistent and reliable information.

Navigate multiple systems and sources of information while maintaining accurate and complete customer records. Apply feedback and coaching to strengthen individual performance and continuously improve the customer experience. Contribute to achieving team key performance indicators (KPIs), including call and email quality scores, responsiveness,



accuracy, productivity and customer satisfaction.

Protect personal information and maintain high standards of confidentiality, data integrity, productivity and service quality. Fluency in English and French, with the ability to independently provide clear, professional and accessible customer service verbally and in writing in both languages. Strong customer service skills, including empathy, active listening and the ability to build trust.

Ability to remain calm and professional when supporting customers in challenging situations. Ability to research, interpret and apply information from multiple sources while assisting a customer in real time. Strong digital literacy, including proficiency with Microsoft 365 and the ability to quickly learn and confidently navigate multiplate technologies and platforms.

Experience with Salesforce, Shopify or similar systems is an asset. Minimum of two years of customer service experience, preferably in a contact centre environment supporting phone and email inquiries. Personal or professional experience related to blindness, vision loss, accessibility or assistive technology is an asset.

The Contact

Centre operates Monday to Friday from 8:00 a.m. Employees must be available to work assigned shifts within these hours, which may include regular or rotating late shifts. however, assigned shifts are based on service and staffing needs, and requests to change schedules may not always be accommodated.As this is a remote home-based position, employees are expected to maintain a professional, confidential and distraction-managed work environment. CNIB is committed to accommodating applicants with disabilities and will work with applicants requesting accommodations at any stage of the hiring process. #

📌 Bilingual Customer Service Representative- DENTAL (Montreal)
🏢 Canadian National Institute for the Blind
📍 Montreal