Remote Donor Care Specialist

About Penny Appeal Canada

Penny Appeal Canada is a relief and development organization with a really BIG vision for the world. We want to create the best societies we can and to break the cycles of need and poverty for good. That’s why we work to turn small change into a BIG DIFFERENCE! Penny Appeal was first set up to provide poverty relief across Asia, the Middle East, and Africa by offering water solutions, organizing mass feedings, supporting orphan care, and providing emergency food and medical aid. Since then, we have transformed lives and empowered communities around the world, as well as right here at home. Penny Appeal Canada is one of the fastest-growing charities in Canada, and our vision is a world that’s united and strong. Communities working together, supporting one another, leaving need and poverty behind for good.

Penny Appeal Canada’s approach to charity is simple, yet it has a massive impact. We make charitable giving affordable and rewarding, ensuring everyone can help those in need by donating just a few pennies each day.

Donor Care Specialist Position Overview

Are you passionate about helping people and want to work in a role that has a positive impact on the most vulnerable people across the world?

Do you have excellent communication skills and world-class customer service experience with the ability to fundraise and respond to a high volume of calls, emails and live chats and take on administrative tasks? 

Are you ready to make a difference?

Our Donor Care Team is growing and we're looking for an experienced and driven individual with a passion to help achieve our mission of helping the less fortunate across the globe, be a part of our efforts to raise funds, provide information and educate our donors on our programs and our impact, as well as support our internal team with administrative and data-related tasks.

Our Donor Care Specialists are highly skilled individuals with strong interpersonal and data management skills who can effectively communicate and respond to all our donor inquiries and resolve any issues that arise daily with a focus on providing world-class donor experience and great results. This is a remote position with some in-office days required periodically throughout the year. Join our team today and use your exceptional sales and customer service skills to help end poverty and make our world a better place by turning a small change into a big difference!

Key Areas of Responsibility

• Full knowledge and understanding of all our programs and services


• Ability to articulate the impact of a donor’s gift and educate them on our different programs, events and services


• Practice and understanding of team Standards of Practice (SOP’s) and following departmental policies and procedures thoroughly


• Fundraising through scripted campaign calls (120+ calls daily) during peak seasons


• Processing donations securely, ethically and confidentially


• Responding to both inbound and outbound inquiries with donors, including internal and external parties via phone calls, live chats, emails and text messages promptly


• Navigating and updating various software and information systems related to donor management


• Reaching individual quotas/KPI’s s to meet fundraising targets and achieve department goals


• Providing Administrative assistance and updating system data while providing support to other departments/teams as needed


• Participate in ongoing training and workshops to improve your communication, skills, and knowledge about Penny Appeal's programs and activities.

Qualifications & Requirements

• Must be 18 years of age or older, eligible to work in Canada, and able to pass a criminal background check.


• A post-secondary education or completion of certification in a related field of study is required


• Mature and experienced with at least 2-5 years of Call Center or similar experience, with the ability to process both inbound and outbound calls, including cold calls, 100+/daily scripted fundraising/welcome calls


• Knowledge of Islamic practices, such as Zakat, including religious holidays/events such as Ramadan


• Previous non-profit or donor care experience is an asset


• Background in customer service and administration with sales or fundraising experience
  


• Proficient in Excel or Google Sheets (V-lookup, Pivot tables, etc.) with the ability to analyze data


• Digital Platform experience: G-Suite, Asana, CRM, Slack, Stripe and Live Chat is an asset


• Experience in handling and processing monetary transactions with discretion


• An aptitude for listening, solving problems, and responding to new challenges with a positive attitude


• Ability to manage a high-volume inbound/outbound calls, live chats, texts and emails in a timely and professional manner


• Resourceful team player with the confidence to approach donors and collaborate with different departments and teams


• Strong communication skills with the ability to understand and relay information effectively


• Ability to follow instructions with minimal supervision


• Highly organized and efficient with great attention to detail and a proven ability to multitask


• Have a dedicated, quiet and private home office (with a door), a headset USB with mic and a newer-version Windows PC or Mac (Required) and a second monitor screen


• Have a secure high-speed internet connection (satellite is not compatible)
  

Compensation and Start Date

This position is home based anywhere in Canada, with a competitive salary compensation and health benefits upon completion of the 3 month probation period.

Hours/Shift Opportunities (35 hours weekly):

9:00am - 5:30pm EST or 9:30am - 6:00pm EST (Mon-Fri + potential weekend shifts during busy season) Each shift is subject to change during various busy seasons such as Ramadan, Dhul Hijjah, etc; 

You'll be working the same schedule weekly at 35 hours/week (8.5 hours work day minus 1 hr lunch). 

Start date is mid-April