Customer Service Representative Donor Services On Site, Toronto Part Time, Permanent Level 4 Requisition Number: DOS-2025-001 Covenant House helps youth ignite their potential and reclaim their lives. As Canada’s largest agency serving youth who are homeless, trafficked or at risk, we offer the widest range of services to hundreds of young people every day.

More than a place to stay, we provide life-changing care with unconditional love and respect. We meet youth’s immediate needs and then we work together to achieve their future goals. We offer 24/7 crisis shelter transitional housing options on-site and, in the community, health and well-being support, training and skill development, and ongoing care once youth move into the community.

For over 40 years, Covenant House has been dedicated to its mission of serving youth on the street and to protect and safeguard all youth with absolute respect and unconditional love. Since 1982, Covenant House has supported more than 100,000 young people.

Overview Covenant House is looking for a passionate Customer Service Representative to join our dynamic Donor Care Team. In this role, you’ll thrive in a fast-paced, team-oriented environment that champions excellent customer service. Your workday will be varied between, answering inbound phone calls and emails, outbound calling to our donors to update or verify donation information, timely and accurate processing and acknowledgment of donations, administration tasks, and other donor communications. As a front-line ambassador of our cause, your positive interactions with our donors are crucial to maintaining an outstanding donor experience.

We are currently hiring for 1 Customer Service Representative. This is a replacement role. This role is part-time. An average of 2 days per week from March 1 – September 30 and an average of 5 days per week October 1 – February 28/29. Responsibilities:

• Engage with Donors: Respond to inquiries and requests via phone, mail, and email professionally and efficiently.
• Database Management: Set up new donor records and update existing ones in our fundraising database, Raiser’s Edge.
• Communication: Send out information packages and materials requested by donors.
• Follow-Up: Contact donors to obtain any missing information and ensure all donor files are updated.
• Quality Assurance: Conduct regular quality checks on donor records and update them as needed.
• Additional Duties: Take on other tasks as assigned to support our mission.

Qualifications:

• Education: College Diploma
• Experience: Minimum 2 years in customer service or call center roles.
• Skills: Strong computer and data entry skills, excellent problem-solving abilities, and a professional telephone presence.
• Language: Fluency in English both spoken and written. French language skills considered and asset.
• Attributes: Self-motivated, high energy, results-oriented, team player, with strong attention to detail and exceptional customer service skills.
• Environment: Ability to thrive in a fast-paced setting.

Interested candidates are welcome to apply directly to this posting on or by August 12, 2025. Only those selected to move forward in our recruitment process will be contacted. No agencies or phone calls please.

Use of AI and Technology in the Hiring Process Covenant House Toronto does not use artificial intelligence (AI) to make or inform hiring decisions. However, we do use an external applicant tracking system (ATS) to help manage applications efficiently.

While our ATS may apply automated filters or sorting functions, all applications are reviewed and evaluated by human recruiters. No hiring decisions are made by AI.

Commitment to Equitable Recruitment At Covenant House Toronto we believe in a workplace culture of inclusion that is welcoming, respectful and safe for all staff. It is critical to Covenant House Toronto success to eliminate barriers and promote the inclusion of equity groups. Equity groups have been, and continue to be, underrepresented and marginalized in the workforce, leadership roles, and in some specific occupations. Equity groups include but may not be limited to Indigenous persons, racialized people, gender diverse people, 2SLGBTQIA+ people, and people with disabilities.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Covenant House Policy on Accommodation, a request for accommodation will be accepted as part of the Covenant House recruitment process.

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