Develop a strong understanding of all Penny Appeal Canada programs to effectively respond to donor inquiries via phone, chat, and email
Maintain punctuality for assigned shifts and communicate regularly with the Donor Care Manager
Clearly articulate the impact of donor contributions and stay informed on FAQs, campaigns, social media, and internal communications
Conduct warm and cold outreach calls to donors while following approved scripts
Build and maintain relationships with donors through professional and accurate communication across multiple channels
Utilize tools such as Google Workspace, Slack, Asana, and CRM systems (including Raiser’s Edge) with strong attention to detail
Respond to internal and external communications in a timely, professional, and courteous manner
Update and maintain donor records within CRM systems and other administrative platforms
Create, assign, and manage daily tasks through Asana in collaboration with internal teams
Navigate internal systems to update notes, track interactions, and process donor contributions
Support fundraising efforts by making donation asks aligned with campaign goals and KPIs
Follow all standard operating procedures (SOPs) and organizational guidelines

Post-secondary education required
Minimum 1–2 years of customer service or administrative experience
Previous sales or fundraising experience is an asset
Strong English communication skills (written and verbal)
Bilingual proficiency is an asset
Experience with digital platforms such as Google Workspace, Asana, CRM systems, VOIP dialers, and live chat tools is an asset
Previous non-profit experience (including volunteer work) is preferred but not required
Strong organizational skills with attention to detail
Ability to manage multiple tasks and meet deadlines in a fast-paced environment
Ability to follow instructions with minimal supervision
Previous remote work experience is an asset
Access to an updated computer with a camera and headset for calls and virtual meetings
Dedicated, quiet, and private home office space
Reliable high-speed internet connection (satellite internet is not compatible)
Must be a Canadian citizen, permanent resident, or a person granted refugee protection under the Immigration and Refugee Protection Act (international students are not eligible).

Customer Service Clerk

Key skills