CLIENT CARE COORDINATOR

ROLE OVERVIEW
CLIENT CARE COORDINATOR

About us
The Volunteer Well is a Canadian non-profit dedicated to fostering a more inclusive, compassionate society by directly connecting volunteers ("givers") with individuals in need ("receivers"). Through an innovative direct-source volunteering model, we empower individuals, strengthen families, and unite communities—especially those facing systemic barriers such as women, seniors, new immigrants, low-income individuals, and marginalized groups. Our mission is carried out through a digital portal, impactful programs and events, partnerships with businesses and philanthropists, and advocacy for generosity as a force for social change. By breaking down traditional barriers to support and promoting a culture of giving, we envision a world where kindness, justice, and human connection thrive.

Why join us?
By joining The Volunteer Well, you will:

• Be part of a passionate team committed to strengthening communities and fostering human connection.
• Build meaningful relationships and connect with like-minded individuals.
• Gain hands-on experience in areas such as digital marketing, corporate relations,finance,program coordination and operations.
• Make a real impact while giving back to the community.
• Enjoy a sense of fulfillment by contributing to a cause that promotes inclusivity and support for those in need.

Role Overview
The Client Care Coordinator plays a key role in advancing the organization’s mission and serves as the first—and often most influential—point of contact for Clients, including community members, volunteers, donors, participants, supporters, and partner organizations. This position is responsible for handling incoming and outgoing communications via phone and email, responding to inquiries, addressing concerns, and delivering timely and accurate information about the organization’s programs and services. Additionally, the role involves proactively reaching out to Clients to foster engagement and cultivate long-term relationships.
Serving as a bridge between Clients and internal teams, the coordinator ensures individuals are connected with the appropriate services while supporting broader organizational objectives. This role is well-suited for someone who is empathetic, well-organized, and deeply committed to making a positive community impact. By responding to inquiries, offering guidance, and facilitating connections among team members volunteers, participants, donors, supporters, board members, and partner organizations, the volunteer contributes to building trust and strengthening community relationships.

• Serve as the First Point of Contact - Act as the initial and often most important connection for Clients—including community members,volunteers,donors ,participants, supporters, board members, and partner organizations— seeking assistance, support, or information.
• Deliver Compassionate Client Communication- Respond to Client concerns with empathy and professionalism via phone and email, ensuring every interaction reflects the organization’s mission,values,and commitment to service.
• Manage Incoming and Outgoing Communication - Handle both inbound and outbound calls and emails to provide information, follow up with Clients,and offer guidance in a timely and respectful manner.
• Proactively Engage Clients- Initiate outreach to build trust, share relevant updates, and develop long-term relationships that deepen Client engagement with the organization.
• Support Cross-Stakeholder Connection- Assist in connecting Clients with the appropriate staff, services, or external partners, helping them navigate the organzation's offerings effectively
• Represent the Organization’s Mission- Serve as a positive ambassador by upholding and demonstrating the charity’s values in all communications and interactions with Clients and the community.
• Foster Community Trust - Contribute to building and maintaining trust between the organization and its clients by offering reliable,thoughtful and solutions-oriented support.
• Collaborate with Teams and Volunteers - Work closely with internal teams, fellow volunteers, and leadership to ensure Clients receive consistent, coordinated, and high-quality service.
• Record-Keeping - Maintains accurate and confidential records of client interactions, feedback, and service outcomes in line with data protection policies.

What We’re Looking For

• A graduate degree in any discipline.
• Excellent communication skills – both verbal and written – to engage effectively with clients and team members.
• The ability to empathize with individuals from diverse backgrounds and remain calm under pressure.
• Basic computer proficiency, including comfort with handling emails and using tools such as MS Office or Google Workspace.
• Strong organizational and time management skills to handle multiple tasks and respond promptly to client needs.
• Prior experience in customer service, client care, or administrative support is desirable but not mandatory.
• The ability to work independently and collaboratively in a remote, volunteer-led setting
• A genuine passion for volunteerism and a desire to contribute positively to the community.

Lived experience and Diversity Statement

The Volunteer Well is committed to equity, diversity, and inclusion. We encourage applications from Indigenous, Black, racialized, and 2SLGBTQ+ communities, women, newcomers, persons with disabilities, low-income families, and other equity-deserving groups. We recognize that lived experience is a valuable asset and will be considered where applicable to the role.