Customer Service Clerk

This is a fully remote position, open to applicants in Canada.

📋 Description

• Acquire a comprehensive understanding of all Penny Appeal Canada programs to effectively address donor inquiries through phone, chat, and email.

• Maintain punctuality for scheduled shifts and engage in regular communication with the Donor Care Manager.

• Clearly communicate the impact of donor contributions and stay updated on FAQs, campaigns, social media, and internal communications.

• Conduct both warm and cold outreach calls to donors while adhering to approved scripts.

• Foster and sustain relationships with donors through professional and precise communication across various channels.

• Utilize tools such as Google Workspace, Slack, Asana, and CRM systems (including Raiser’s Edge) with meticulous attention to detail.

• Respond promptly and courteously to internal and external communications.

• Update and maintain donor records within CRM systems and other administrative platforms.

• Create, assign, and oversee daily tasks through Asana in collaboration with internal teams.

• Navigate internal systems to update notes, track interactions, and process donor contributions.

• Support fundraising initiatives by making donation requests aligned with campaign goals and KPIs.

• Adhere to all standard operating procedures (SOPs) and organizational guidelines.

⛳️ Requirements

• A post-secondary education is required.

• At least 1–2 years of experience in customer service or administrative roles.

• Previous experience in sales or fundraising is advantageous.

• Strong proficiency in English communication skills, both written and verbal.

• Bilingual skills are a plus.

• Familiarity with digital platforms such as Google Workspace, Asana, CRM systems, VOIP dialers, and live chat tools is beneficial.

• Prior experience in the non-profit sector (including volunteer work) is preferred but not mandatory.

• Excellent organizational skills with a keen attention to detail.

• Ability to handle multiple tasks and meet deadlines in a fast-paced environment.

• Capability to follow instructions with minimal supervision.

• Previous remote work experience is an advantage.

• Access to a modern computer equipped with a camera and headset for calls and virtual meetings.

• A dedicated, quiet, and private home office environment.

• Reliable high-speed internet connection (satellite internet is not compatible).

• Must be a Canadian citizen, permanent resident, or an individual granted refugee protection under the Immigration and Refugee Protection Act (international students are not eligible).

🏝️ Benefits

• Opportunity to work with a dedicated team passionate about making a difference.

• Professional development and training opportunities.

• Flexible work environment with remote work options.