Job Information
Position Status: Permanent
Activity Rate: 100% (37.5 hours/week)
Salary Grade: Level C on the MSF Canada Salary grid $72,420 per year (non-negotiable)
Status: Must be legally authorized to work in Canada; MSF Canada is not in the position to support a work permit process for any applicant outside of Canada
Benefits: Health Spending Account, Lifestyle Spending Account, group insurance (Life, Dependent Life, AD&D), Peace of Mind plan (i.e. prescription drugs, accidental dental, hospital care, etc.), 5% RRSP contributions (no matching required), starting 4 weeksโ Vacation/year, flexible work hours, annual professional development budget, Employee and Family Assistance Program (EFAP), and a positive and innovative office culture grounded in our core values of humanity, integrity and results.
Impact Statement
The Supporter Services Officer is responsible for providing superior customer support to our donors, supporting the external and leading the internal Supporter Service team by handling escalated donor care situations, making decisions where needed to help teams triage donor requests and acting as the primary point of contact with our external call Centre. The Supporter Services Officer will oversee all in-house donation processing and work with the Fulfillment Coordinator to better support our donor servicesโ end-to-end operations.
Key Areas of Responsibility
Operational Support - Customer Service focus to ensure contact center service levels are met or exceeded; Quality Assurance focus to analyze and monitor weekly performance and provide feedback Donor Care - Stewardship and service orientation to ensure the delivery of exceptional supporter care, leaving donors wanting to continue supporting MSF; Continuous Improvement focus, helping identify opportunities to improve business processes and work with the external team to implement efficiencies Strategic Oversight and People Management - Lead in the hiring and development of the team members to achieve their goals, establishing trust, respect, recognition and mutual accountability in a high performance, collaborative environmentPlease CLICK HERE for complete description.
Core Competencies
Commitment to MSFโs Principles;Proficiency Level 1: Demonstrates Knowledge of and Accepts MSF's Principles Service Orientation; Proficiency Level 3: Anticipates Clientsโ Needs. Planning and organizing; Proficiency level 3:Follows Up, Plans Activities and Sets Priorities People Management and Development; Proficiency Level 1: Informs the Team, Explaining Decisions Cross-cultural Awareness; Proficiency Level 2: Recognises and Respects Different Points of ViewKnowledge and Experience
Experience in call center supervision, donor relations, or experience in a customer service environment Experience supporting teams, coaching, monitoring, and helping to improve team performance Demonstrated computer skills with experience in Microsoft Office applications and databases Working knowledge of, or familiarity with, donor systems (Raiserโs Edge, Cornerstone, Luminate) Outstanding copywriting and editing skillsEducation, Certifications, and Languages
Education or training in Fundraising, Customer Service, Call Center operations, or a combination of training and relevant experience Proficiency in English Conversational knowledge of FrenchApplication Interested candidates are invited to apply by providing their resume and responding to the online application questions (in lieu of providing a cover letter).
The deadline for applications is Tuesday, 13 June 2023 at 9am EDT. Only electronic applications will be accepted.
NOTE: Any questions or concerns regarding accommodation and accessibility may be addressed to ask.hr@toronto.msf.org.