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Customer Service Representative At TVO

Location: Toronto, Ontario

Job Description

Date: April 26, 2019

Position Title: Customer Service Representative

(6-month contract opportunity)


Company: TVO

Division: Revenue, Product Development & Marketing

Department: Marketing

Reports To: Manager, Audience Development
Salary Range: $46,774.00 - $54,418.00

Location: Toronto, Yonge & Eglinton (on the Yonge subway line)


As the Government of Ontario’s partner in digital learning, TVO’s vision is to create a better world through the power of learning.

TVO’s powerful learning products and services, rooted in the curriculum, help build an Ontario that can adapt, innovate, and compete globally. Our in-depth current affairs journalism from an Ontario perspective supports citizen engagement and a robust democracy. TVO is funded primarily by the Province of Ontario and is a registered charity supported by sponsors and thousands of donors. For more information, visit tvo.org.


Overview:


Are you a passionate and articulate communicator, dedicated to providing excellent customer experiences? Are you interested in working for a dynamic digital media organization with a vision to create a better world through the power of learning?


TVO’s Marketing department is looking for an enthusiastic full-time Customer Service Representative to join our team. Hours of work for this role are 8:00 a.m. to 4:00 p.m., Monday through Friday.


Key Responsibilities:

  • Represent TVO as a brand ambassador by providing internal/external customer service in accordance with the Service Level Agreement and by supporting TVO’s philanthropic campaigns in person, by phone, e-mail and via mail
  • Research and write responses of varying complexity, and at times, sensitivity
  • Respond to customer emails via CRM database, tracking information for internal reporting
  • Escalate sensitive issues to Manager, Marketing and PR and other stakeholders as needed
  • Promote and provide information about TVO products to customers and donors
  • Greet visitors and handle switchboard calls at the main reception desk
  • Ensure that reception sign-in procedures are followed and that guests are aware of evacuation procedures
  • Listen to and transcribe voicemail messages
  • Produce customer service reports for leadership and executive team
  • Effectively respond to all queries related to Philanthropy including questions regarding tax receipts, mail flags, donations, account information, address changes, and any other related initiatives
  • Update donor information using secure databases
  • Identify donor prospects to support TVO’s philanthropic strategy by prompting customers to sign up for the e-newsletter via e-mail and phone
  • Research program information online, in the Digital Asset Management system, and through ongoing interaction with TVO’s Digital Learning, and Current Affairs and Documentaries divisions to provide accurate responses to customer inquiries
  • Act as first point of contact with TVO customers experiencing transmission and website related issues, and ensure that appropriate departments have been notified about technical problems, potential security risks, etc.
  • Ensure accuracy of monthly Listings on tvo.org
  • Contribute to social media team by responding to TVO customers on Facebook and Twitter, and also writing and scheduling content
  • Write and deploy proactive email mailings to donors and customers to promote TVO products
Qualifications:
  • University degree required, preferably in English, Communications, Journalism or Business
  • 2+ years of customer service experience requiring written responses and follow-up with information
  • Excellent customer service and interpersonal skills a must, coupled with a proven ability in treating sensitive issues with tact and diplomacy, and speaking knowledgeably and accurately about a company’s products
  • Experience with social media as it relates to the customer experience would be an asset
  • Outstanding written and verbal communication skills
  • Experience communicating at all levels of the organization
  • Ability to multitask, prioritize work and function successfully in a fast-paced environment
  • Excellent research and problem solving skills
  • Experience working for a charitable organization and/or fundraising experience an asset
  • Strong organizational skills including electronic filing and storing information
  • Experience working with and navigating databases and toggling between them, MS Office (Word, Excel)
  • Supportive of team efforts, reliable, cordial and professional
  • Knowledge and appreciation of TVO’s products and services a definite asset
  • Demonstrates TVO's values of Excellence & Innovation, Ownership, Collaboration, Trust and Respect


Qualified candidates are invited to submit a current resume by the stated date at 5:00 p.m.


For Additional information about TVO please check out our website at TVO.org to access all of our web properties.


TVO is an equal opportunity employer and will endeavour to accommodate job applicants with disabilities through the People & Culture Division. Upon request, all job postings will be made available in alternative format.


TVO is committed to achieve a skilled workforce reflective of the population of Ontario.
We thank all applicants for their interest. However, only those candidates selected for an interview will be contacted.