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Position Title: Bilingual Donor Care Specialist (Customer Service)
Department: Dev & Comm
Posting Start Date: 5/30/2019
Posting Cut-Off Date: 7/3/2019
Bilingual Donor Care Specialist (Customer Service)

As Canada's largest homeless youth agency, Covenant House Toronto changes lives by providing the widest range of services and support under one roof. A national leader, we educate and advocate for change to help at-risk, homeless and trafficked youth.

Covenant House Toronto raises more than 80% of its annual operating budget of $27 million from donations making it unique within the social services sector.  The Direct Response program represents 75% of the total revenue it raises, with a strong focus on online and monthly giving.


The incumbent will be responsible for:

·    Respond to donor inquiries and requests via phone, mail and email in a professional and efficient manner;accepting donations over the phone in both English and French

·       Set up new donor records in fundraising database, Raiser’s Edge.

·      Update donor information and track all points of contact with donors via Raiser’s Edge donor database.

·       Send out information packages and materials requested by donors.

·       Contact donors to obtain any missing information (invalid expiry date, donation amount, missing address information etc.)

·       Provide support to ensure all monthly donor files are updated and all confirmation/update letters are sent to donors in a timely manner.

·       Ensure the quality of donors records in RE by conducting regular quality checks (daily, weekly, monthly or as needed) through validation queries and/or routine maintenance checks and update records as needed.

·        Other duties as assigned

Applicants must possess a High School Diploma with a minimum 2 years customer service or call centre experience; strong computer and data entry skills, experience with; strong attention to detail and good problem solving skills, professional telephone presence, ability to communicate orally and in writing fluently in both English and French


·        Self-motivated, high energy and results oriented

·        Team oriented

·        Strong attention to detail

·        Strong customer services and interpersonal skills

·        High level of accuracy

·        Ability to work in a fast-paced environment

Interested candidates should submit their cover letter and resume to Human Resources, on or before July 3, 2019.


We thank all applicants however, only those candidates selected for an interview will be contacted.

As an employer, Covenant House is committed to building an organization that reflects the diversity of our clients and the communities we serve. We encourage applications from qualified individuals who represent diverse communities. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Covenant House Policies on Accommodation, a request for accommodation will be accepted as part of Covenant House recruitment process.