Position:
Supporter Care Representative (Bilingual EN/FR)
Reports to:
Supporter Care Supervisor
Position Term:
Full Time Permanent
Primary Location:
Mississauga, Ontario, Canada
Workplace Type:
Hybrid
Job Purpose
Supporter Care Representatives are Subject-Matter-Experts in the various giving-opportunities available to our supporters, and importantly, in the handling of all donor queries and account maintenance requests. As such, their primary role is to deepen relationships with our existing donors, and to foster strong connections with new supporters. They are excellent at offering saving cancelation opportunities, upsell, cross selling and further engagement through telemarketing campaigns. With each point of contact, whether by phone, email, chat, social media, or letter, they are committed to providing our supporters with outstanding, positive experiences, an abiding sense of our mission’s work, and the affirmation of their personal support, as highly valued partners with World Vision Canada.
The Supporter Care Representative is resourceful, being able to troubleshoot online issues our donors may encounter and is adept at helping supporters navigate World Vision’s website and My World Vision accounts, as well as other related applications. Always the professional communicator, the Supporter Care Representative thrives on having challenging, yet rewarding
conversations with our supporters, some of whom may have complicated questions or escalated concerns.
Language Requirements: For bilingual representative roles, this is a fully bilingual position in English and French. There is no predetermined or guaranteed proportion of time allocated to working in English, French, or any additional language. Language use will be driven by business needs, and the successful candidate must demonstrate fluency and flexibility in all required languages, as assignments and priorities may shift accordingly.
Responsibilities
- Strengthens and affirms new supporters’ partnerships, AND carefully stewards existing supporters’ relationships through meaningful, efficient and satisfying conversations. This satisfaction is ensured by:
- edication to first-call-resolution through the careful, accurate and effective handling of all donor concerns, requests, accounts and transactions, thereby earning our supporters’ trust.
- Conveying empathetic responses to supporters dealing with challenges of any kind,
- Inspiring deepened levels of supporter engagement through the promotion of exciting monthly opportunities, as is suitable for each individual supporter.
- Personally, commits to the highest degree of professionalism as a representative of World Vision Canada, across all communication channels, resulting in a body of work that is motivating to others, challenges their own status-quo, and is overall, consistent, accurate and trustworthy. This includes work conducted by phone, email, letters, web chats or social media.
- As a World Vision Representative, we partner with our supporters for when they are in need of prayer support. This may require the opportunity to pass along their prayer request as well as praying in the moment with the donor to support them in their situation and time of need.
- This role requires strong telemarketing skills, including clear communication, active listening, and the ability to build rapport quickly over the phone. The position involves making outbound calls to our current contributors to share updates, express appreciation, and invite continued or increased support. Confidence, professionalism, and a warm, engaging phone presence are essential.
Retention
- Focuses on applying consistent and intentional effort to reduce sponsorship cancellation rates month over month, when personally connecting with sponsors by phone, chat or email and employs a variety of retention techniques best suited to donor situation, for example:
- Continuation of sponsorship at a later date by offering a pause or reducing the rate for a time period.
- Retention of at least one of multi-sponsorships, or the
- Step-down to another monthly donation plan such as Village2Village or Raw Hope or any other offer we have.
- Conducts crucial conversations with sponsors and donors, to resolve escalated issues to their satisfaction, such that our supporters willingly choose to remain in partnership with World Vision and its programs, for example:
- Achieves first and best possible call resolution to secure supporter satisfaction, increased faith in our organization, and our donors’ long-term partnership with World Vision Canada.
- Telemarketing campaigns – Reach out to current supporters to offer further engagement and participation with World Vision.
Business Effectiveness and Efficiency
- Exercises generous hospitality when interacting with colleagues providing SME and sharing best practices
- Diligently adheres to scheduled shift times and break times, to ensure the contact center continues to run smoothly without interruption.
- Proficient and daily use of technology including customer relationship management tools such as CRM, the telephony platform: Talk desk, Horizon, Microsoft Office and My World Vision.
- Meets or exceeds the established performance goals as noted in Performance Metrics.
Team Productivity & Performance
- Maximizes personal effort required to help the Contact Center achieve its SLA daily, by efficiently handling assigned work, to meet or exceed the expected hourly rate of achievement, as outlined in in the Performance Metrics.
- Inspires increased donor engagement on all appropriate interactions, through the promotion of our monthly Extra Blessing upselling offers and selected WVC products.
Qualifications
- College Diploma or 3 years relevant, Customer Service experience preferred
- Exceptional written and oral communication
- Demonstrated exceptional performance and experience in inbound/outbound interactions – telephone, email, letters, social media and chats.
- Proficient in website navigation and troubleshooting with donors over the phone, email, web chat and social media.
- Discerning in understanding and distinguishing between the different written tones of emails, letters, web chats and social media.
- Thrives well under pressure.
- Demonstrates a personal commitment to the work of World vision Canada.
- Readily provides prayer support, when appropriate.
- Personable, flexible, approachable and coachable.
- Emotionally mature in taking full ownership of individual performance and professional behavior, being keenly self-aware.
- Exemplifies Christ-centered behavior towards others and inspires such character in others.
- Collaborative, thoughtful, ever-learning, and contributes to a spirit of innovation and creativity.
Why Consider Us?
- Our competitive compensation & benefits include:
- Health Spending Account
- Up to 6% matched pension contributions
- Parental leave top-up
- Generous paid vacation, sick days, wellness and personal days
- Office closed extra days before long weekends (6x/year)
- World Vision Canada has consistently been awarded Canada and GTA top employer awards.
- We are Canada’s largest development, relief, and advocacy non-profit organization.
- We embody an Agile mindset here.
#LI-Hybrid
JobFamily
Donor/Supporter Services
JobFunction
Individual Contributor
PayType
Salary
EmploymentIndicator
Fully Remote