We are a values-driven employer, with staff members who are proud to play a part in building a better region. We're always looking for great people who want to combine their professional talents with a commitment to our mission.

Position:Coordinator, Customer Service (Contract)

Location: Toronto, Ontario

Job Id:1116

# of Openings:1

Coordinator, Customer Service

(9 month- contract)

We are committed to pay transparency and equity, the salary for this role is $63,648.00 /year.

United Way Greater Toronto is seeking a Coordinator, Customer Service for a unionized contract role on our team.

How you will make a difference:

Reporting to the Manager, Customer Service, the Coordinator, Customer Service will deliver consistent and extraordinary customer service to donors, volunteers and internal staff as a first point of contact with United Way and coordinate the Operations and Account Services teams' production and process activities.

- Answer and resolve incoming telephone calls and emails via multiple customer entry points; prioritize, resolve, reassign and elevate issues as required
- Process donations by phone, issue tax receipts, and provide end-to-end service for inquiries
- Provide training and support to seasonal and permanent staff to use systems and tools for monitoring and managing customer service inquiries
- Create and circulate regular reporting and KPI dashboard on calls received, calls resolved, resolution time, etc.
- Create and maintain a knowledge base of common answers, reference documents, routing table and related training documentation to support the smooth operation of the customer service function




- Coordinate and monitor key operational activities across the Operations and Account Services teams; maintain a master schedule of activities, track progress of activities and proactively identify any issues for resolution on a timely basis
- Provide operational support in the use of United Way's multiple giving platforms, assisting in the content setup, performing quality control reviews, and performing ongoing system maintenance tasks
- Maintain clear and accurate operations documents/procedures for reference purposes
- Ensure our database (i.e. Spark) is populated with accurate organizational and donor records, including the relevant attributes and plans
- Coordinate United Way @work campaigns and functionality, including tracking technical contacts and completion of technical assessment, creating @work links for other United Ways, creation of online campaigns, and complete archiving of relevant @work reports
- Complete the provisioning and setup of accounts using SPC (Salesforce Philanthropy Cloud), as well as assist with campaign tracking and reporting where required
- Perform ongoing database and intranet site maintenance to meet Constituent Relationship Management objectives
- Extract accurate, helpful information for analysis in support of the development and implementation of key processes
- Respond to internal and external requests pertaining to the department, its policies,



projects and accounts
- Organize, maintain and update electronic and paper records and filing systems in alignment with departmental and team records management protocols
- Arrange meetings as requested, i.e., logistics, preparation of materials etc.
- Other duties as assigned

What you bring to the role:

- 1-3 years experience in an administrative role serving internal and external constituents
- Experience working with databases
- Intermediate to advanced Excel and Word skills
- Strong mathematical capabilities (i.e. complex calculations and logic statements)
- Demonstrated organizational and time management skills
- Excellent communication skills, both written and verbal
- Excellent attention to detail and proven track record of accuracy
- Ability to assess priorities and meet deadlines while working under pressure
- Excellent teamwork, interpersonal and constituent service skills including the ability to work respectfully and inclusively with a diverse set of constituents including staff, donors and volunteers
- Ability to take initiative and manage small projects from beginning to end with minimal supervision
- Experience with Constituent Relationship Management an asset
- Knowledge and experience with Centralized Campaigns, as well as the UWCC Member's Portal and EasySecure an asset
- Willingness to actively contribute to the organizational Reconciliation and Equity framework through participation in learning opportunities and implementing anti-oppressive, and anti-racist learnings into action internally and externally

Being part of our team:

- Defined benefit employer-m

📌 Coordinator, Customer Service (Toronto)
🏢 United Way Greater Toronto
📍 Toronto