Donor Services Representative

Description:

The Canadian Cancer Society (CCS), Canada’s largest national cancer charity, is seeking a dedicated and bilingual Donor Services Representative to join their hybrid team across multiple major Canadian cities. This individual will be on the front lines of donor support, providing compassionate, knowledgeable assistance to donors across the country through phone and email communications.

As a key point of contact, the Donor Services Representative will handle inbound calls and inquiries, assist with donation processing, promote participation in CCS campaigns, and support special fundraising event participants in setting up online profiles and utilizing digital fundraising tools. Your exceptional communication and problem-solving skills will play a pivotal role in ensuring a seamless and positive donor experience.

You’ll be responsible for maintaining donor data with accuracy in the internal CRM systems, while also being a passionate ambassador of CCS’s mission. With a strong focus on customer service excellence, this role requires multitasking, attention to detail, and the ability to work under tight deadlines while handling confidential donor information.

Joining the CCS team means being part of a meaningful cause with opportunities for professional development, a competitive benefits package, and a work culture grounded in courage, unity, compassion, and integrity.

Key Responsibilities:

• Deliver exceptional customer service to donors via phone and email.

• Answer inquiries related to donations, encourage participation in CCS fundraising initiatives, and provide general information on account management.

• Assist event participants with setting up and using online fundraising profiles and tools.

• Meet or exceed monthly performance goals including service levels, revenue targets, and call quality.

• Accurately process donations and update donor records using internal CRM systems such as Salesforce and Luminate Online.

• Uphold the mission and values of the Canadian Cancer Society in all communications.

• Adhere to health and safety policies and handle sensitive data with confidentiality.

• Other related tasks as assigned.

Workplace & Health & Safety Conditions:

• Hybrid work model; must be able to work independently and collaboratively.

• Flexible to work shifts between 8:00 AM and 7:00 PM (EST), including weekends and holidays.

• High use of computers and phones simultaneously.

• Must maintain focus and attention to detail for data accuracy.

Qualifications:

• Bilingual in French and English is mandatory due to the organization’s national operations.

• Post-secondary education or equivalent relevant experience.

• Strong customer service, communication, and conflict resolution skills.

• Ability to respond to inquiries with professionalism and care on first contact.

• Highly organized and detail-oriented with accurate data entry skills.

• Proficiency in MS Office; experience with Salesforce, Luminate Online, or other online fundraising platforms is an asset.

• Ability to multitask effectively in a fast-paced environment.

• Flexible to work varied shifts including weekends and holidays, as required.

What We Offer:

• A competitive salary with a starting hourly rate of $21.50

• Comprehensive benefits package including parental leave, family sick leave, and medical insurance

• Professional development opportunities within Canada’s leading cancer-focused nonprofit

• An inclusive, diverse, and mission-driven work culture committed to equity, belonging, and integrity

Equity and Inclusion Statement:
The Canadian Cancer Society celebrates individuality and diversity. We encourage applications from all qualified individuals, including Indigenous Peoples, Black and racialized persons, members of 2ELGBTQI+ communities, persons with disabilities, veterans, and others who may enrich the organization with diverse perspectives and experiences. We are committed to creating an inclusive and equitable workplace for all.