Customer Care Associate

About the role

Canadian Blood Services is looking for a Regular part-time Customer Care Associate to join our dynamic Donor Relations & Field Operations team. 

The Donor Relations & Field Operations team is responsible for supporting Canadian Blood Services by providing exceptional customer service while communicating with customers.  In this role, you will act as an ambassador to Canadian Blood Services following our commitment to donors by delivering exceptional experiences that are easy and personal and where everyone feels valued.  As a Customer Care Associate, you will be responsible for handling more advanced, complex inquiries, while encouraging eligible and potential donors to donate to meet collections required for blood and blood products in Canada.

Formula for success

• Leveraging your excellent customer service skills, you will analyze a customer's service needs, provide consistent high-quality customer service experience, advocate for our customers, and, refer them to other service or technical departments for follow up as needed.
• Utilizing your superior interpersonal and communication skills you will respond to a variety of inquiries and feedback received from external stakeholders such as the public, donors, registrants, customers and support internal stakeholders.  Information is received via a variety of channels including but not limited to chat, voice, email, survey case management and social media.
• You will clarify and record information received in a complete, accurate, concise, and timely manner actioning as appropriate.
• As a team player, you will build effective relationships, by delivering a personalized, consistent, and exceptional experience every time as well as ensuring responses are empathetic, respectful, regardless of interaction channel.
• You will perform other related duties as required.
   

Desired education and skills

• Completion of secondary education in Communication Studies, Social Media, or in a relevant discipline from a recognized academic institution, preferably courses in a Professional Writing-Communications, Creative Writing, or equivalent.
• Minimum three (3) years demonstrated experience in a contact centre/customer service environment.
• Knowledge and expertise in multiple social media platforms and creating social media engagement and posts.  Experience using social media management tools is an asset.
• An equivalent combination of education, training and experience may be considered.
• Exceptional interpersonal skills, with the ability to work and collaborate effectively with colleagues from different departments and backgrounds.
• Highly developed written and verbal communication skills.  Fluency in French is preferred.
• Ability to meet tight deadlines and respond quickly to urgent matters while maintaining a positive attitude and excellent customer service skills.

What we offer you

• Pro-rated vacation accrued.
• Payment in lieu of holidays.
• Comprehensive benefit package for you and your family.
• Premiums paid according to the collective agreement. 
• Defined benefit pension plan. 
• Employee discounts, wellness program, professional resources.

What you can expect

• This role will work in a hybrid environment with requirements to be onsite at the National Contact Centre at 300 Elm St., Sudbury, Ontario 40 % of the time/days of the week.