Customer Care Associate

About Canadian Blood Services

Together, we can make all the difference in the lives of others. Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

If you are looking for a rewarding experience with a values and mission-driven team, join Canada’s Lifeline and make a meaningful difference.

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play.

About The Role: Customer Care Associate

Canadian Blood Services is looking for a Temporary part-time Customer Care Associate to join our dynamic Donor Relations & Field Operations team.

The Donor Relations & Field Operations team is responsible for supporting Canadian Blood Services by providing exceptional customer service while communicating with customers. In this role, you will act as an ambassador to Canadian Blood Services, following our commitment to donors by delivering exceptional experiences that are easy and personal, and where everyone feels valued. As a Customer Care Associate, you will be responsible for handling more advanced, complex inquiries, while encouraging eligible and potential donors to donate to meet collections required for blood and blood products in Canada.

Formula for Success

• Leveraging your excellent customer service skills, you will analyze a customer's service needs, provide consistent high-quality customer service experience, advocate for our customers, and refer them to other service or technical departments for follow up as needed.
• Utilizing your superior interpersonal and communication skills you will respond to a variety of inquiries and feedback received from external stakeholders such as the public, donors, registrants, customers and support internal stakeholders. Information is received via a variety of channels including but not limited to chat, voice, email, survey case management and social media.
• You will clarify and record information received in a complete, accurate, concise, and timely manner, actioning as appropriate.
• As a team player, you will build effective relationships by delivering a personalized, consistent, and exceptional experience every time, as well as ensuring responses are empathetic and respectful, regardless of interaction channel.
• You will perform other related duties as required.

Desired Education And Skills

• Completion of secondary education in Communication Studies, Social Media, Professional Writing, Creative Writing, or equivalent.
• Minimum three (3) years demonstrated experience in a customer service environment.
• Highly developed written and verbal communication skills. Fluency in French is preferred.
• Exceptional interpersonal skills, with the ability to work and collaborate effectively with colleagues from different departments and backgrounds.
• Knowledge and expertise in multiple social media platforms and creating social media engagement and posts. Experience using social media management tools is an asset.
• Ability to meet tight deadlines and respond quickly to urgent matters while maintaining a positive attitude and excellent customer service skills.
• An equivalent combination of education, training and experience may be considered.

What We Offer You

• Payment in lieu of vacation and statutory holidays.
• Premiums paid according to the collective agreement.
• Defined benefit pension plan.
• Employee discounts, wellness program, professional resources.

What You Can Expect

This role will work in a hybrid environment with requirements to be onsite at one of our main offices in Ontario, 40% of the time/2 days of the week.

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.

Key skills/competency

• Customer Service Excellence
• Communication Skills
• Interpersonal Skills
• Social Media Engagement
• Problem-Solving
• Empathy
• Teamwork
• Data Entry & Accuracy
• Time Management
• Donor Relations