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, useful 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:

Competitive total compensation package including:

Salary

Comprehensive benefits

Defined benefit employer-matching pension

Life insurance

Short-term and long-term disability benefits

Employee and family assistance program (EFAP)





Generous paid time-off package including vacation, personal and cultural days, summer hours and hybrid work environment

Commitment to the well-being and work-life balance for our employees

Collaborative, high-performing, team focused on long-term and collective success

Largest United Way world-wide

Work with the GTA’s top philanthropic leaders

If you're a motivated, tech-savvy communicator who thrives in a service-oriented role, we’d love to hear from you!

As part of our recruitment process, United Way Greater Toronto offers accommodation for applicants with disabilities. If we contact you about an chance, please let us know if you require accommodation.

UWGT is committed to the ethical and responsible use of emerging technologies, including artificial intelligence (AI). While we currently do not use AI for decision-making that produces legal or similarly significant effects, we may use analytics or automation tools to improve donor engagement, personalize experiences, or optimize internal processes.

As per our recruitment policy, internal candidates are encouraged to let their current manager know that they have applied for another role.

About United Way Greater Toronto:
As the largest non-government funder of community services in the GTA, United Way Greater Toronto reinforces a crucial community safety net to support people living in poverty. United Way’s network of agencies and initiatives in neighbourhoods across Peel, Toronto and York Region works to ensure that everyone has access to the programs and services they need to thrive. Mobilizing community support, United Way’s work is rooted in ground-breaking research, strategic leadership, local advocacy and cross-sectoral partnerships committed to building a more equitable region and lasting solutions to the GTA’s greatest challenges.

Diversity & Inclusion:
United Way is committed to creating an inclusive workplace that reflects our diverse community to ensure we’re best equipped to serve it. We encourage candidates from diverse backgrounds and those who may need accommodation to apply to join our team. Our commitment to excellence in diversity goes beyond promoting equity. By incorporating a variety of experiences and perspectives, we create opportunities for innovative solutions and maximize the impact of our work.

Learn more about our work at unitedwaygt.org.

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📌 Coordinator, Customer Service (Contract) (Ontario)
🏢 United Way
📍 Ontario