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Customer Care Specialist

Full-Time, Contract


Reports to: Lead, Customer Experience

Direct Reports: No

Join us in our mission to change what it is to be blind in Canada.

Founded in 1918, CNIB is one of Canada’s oldest charities. We believe our new strategic plan, The Way Forward, will once again revolutionize the way we serve and support our community from coast to coast. Working with us means that you'll be part of an ambitious, diverse team that's committed to changing what it is to be blind today.

We're looking for a mission-driven Customer Care Specialist who is passionate about creating more accessible, inclusive, and equitable communities across Canada where people with low vision have unlimited opportunities and can experience life free from barriers and discrimination.

Your Impact at CNIB

  • Provide high quality customer service by using internal and external knowledge sources to resolve caller requests in a professional, timely, and accurate manner
  • Use consultative skills, empathy and active listening to effectively understand and support caller queries
  • Support and provide information to clients, their family and their loved ones as they navigate sight loss.  Explain and connect to callers to VLRC services, clinics and programs.
  • Inform clients of the diverse range of CNIB services and programs from Guide Dog to Technology, CNIB Card, Volunteer, Come to Work, Lake Joe and more. Promote awareness of community services.
  • Educate callers on CNIB Smartlife products, process sales, investigate shipping enquiries and assist with returns and product troubleshooting enquires.
  • Engage with our generous Donors – Provide information on various ways to donate from single or monthly donations, bequests and art or property.  Provide information on events and process donations.
  • Support CELA patrons’ access to library services. Understand the patrons needs, set up appropriate reading profiles and preferences, place holds on books, troubleshoot access and device issues, connect readers to Bookshare.
  • Resolve customer complaints, provide timely feedback on customer service issues. 
  • Identify and resolve problems and make effective decisions to handle conflict.



Who you are:

Education and Certifications

  • College diploma or university degree preferred

Experience and Qualifications

  • A minimum of 2 years' experience in relevant customer service field.
  • A demonstrated ability to take initiative and work collaboratively.
  • Oral and written fluency in both English and French preferred.
  • Experienced in developing relationships with customers using outstanding interpersonal skills, sensitivity, and a positive attitude.
  • Able to de-escalate callers who may be emotional or navigating uncertain situations.
  • Detail oriented with excellent time management and organization skills
  • Comfortable using various technologies including MS Office Suite of applications, databases and Client Relationship Management (CRM) tools. 
  • A quick learner who is comfortable with evolving processes.
  • A strong multitasker who can support high volumes of inquiries.
  • A professional written and verbal communicator.
  • Personal or professional experience relating to blindness and sight loss is considered an asset.
  • Personal or professional experience working with assistive technology and/or accessible environments is considered an asset.




We offer industry leading comprehensive and competitive Total Rewards packages and a wide range of perks, including:

  • Flexible and hybrid working arrangements and schedules. 
  • Opportunities for professional development and growth, including internal inclusion, diversity equity and accessibility (IDEA) initiatives.
  • Enticing internal employee referral program.

Be Part of Our Mission

If this sounds like the role for you, please visit our website to submit an application.  

Closing date: June 24, 2024.

Please note that while we invite applications from all interested and qualified applicants, we are unable to follow-up with every applicant.

Working Together for Change

Our diversity is our strength – we take pride in our inclusive workplace. We are committed to recruiting and selecting candidates through fair, transparent, and accessible practices. We strongly encourage applications from members of groups that have been historically disadvantaged and marginalized, including but not limited to Indigenous peoples, racialized persons, persons with disabilities, people who are blind, partially sighted, or Deafblind, and those who identify as women and/or 2SLGBTQ+.

CNIB is committed to accommodating applicants with disabilities and will work with applicants requesting accommodations at any stage of the hiring process.

Learn more about our mission here.

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