Customer Support Administrator Job Vacancy in Ascend Fundraising Solutions Toronto, ON – Latest Jobs in Toronto, ON

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Company Name : Ascend Fundraising Solutions
Location : Toronto, ON
Position : Customer Support Administrator

Job Description : WHO WE AREFounded in 2010, Ascend Fundraising Solutions online and in-venue fundraising platform and solutions have been used by some of the world’s most notable non-profit organizations such as United Way, Vancouver Canucks foundation, Canadian Olympic Foundation, Canadian Institute for the Blind, Kansas City Chiefs foundation, Boston Red Sox foundation, Big Brothers Big Sisters, Thunder Bay Regional Health Science Foundation, Arizona Humane Society and many others.We are disrupting the fundraising model by helping charitable organizations, raise funds by using our electronic raffle solutions, raise recurring donations, build on their donor datasets, build deeper engagement from their donor databases, and achieve record donor revenues.As a leading provide of strategy and technology for 50/50 raffles, sweepstakes, and Catch the Ace raffles, we’ve helped over 500 charitable organizations raise over $800 million on our platform to date, and we’re only just getting started.Reporting to Director of Operations on our Managed Services team, you will manage customer concerns to maintain positive customer relationships with the client organization. You will interact directly with customers to listen to concerns, resolve problems and proactively respond to requests. An experienced candidate will anticipate customer questions and familiarize themselves with lottery programs and common requests to offer the best solutions.The Customer Support Administrator will be instrumental in customer retention by addressing concerns and ticketing issues. You will apply your multi-tasking skills by listening and speaking to customers, navigating ticketing and Customer-Relationship Management (CRM) software, and documenting responses simultaneously.YOUR ROLE· Respond promptly and professionally to customer inquiries by telephone, email, or social media· Maintain an updated knowledge of current lottery programs, common customer requests, and upcoming dates and deadlines for lottery draws· Categorize and document customer interactions, confirm with Account Managers on specific customer requests and responses· Explain simply and clearly in response to customer questions and follow up on customer understanding and acceptance· Fulfil ticket orders and process ticket sales via telephone or mail as required· Review customer accounts and transactions while resolving issues· Updating customer information as required within ticket fulfilment software· Establish and maintain a good rapport with customers by using positive language and anticipating their needs, representing the client organization to the highest standard· Work with Account Managers to secure prize agreements from both existing and new prize suppliers· Draft and maintain prize notification letters for the various programs· Contact prize winners, through email or phone· Track and record prize notifications, winner selections, and prize fulfillment status· Prize fulfillment to winners where applicable· Work in coordination with other gaming suppliers and clients to provide prize details, tracking and back-up paperwork where required· Maintain tracking of competitor programs· Admin duties as assignedDesired Skills and Experience· 2+ years of previous customer service experience· Friendly and welcoming manner with clients and other members of the Managed Services team· Industry knowledge and understanding of lottery programs and ticket fulfilment is a plus· Familiarity with Customer-Relationship Management (CRM) software· Ability to explain concepts in a clear, simple manner to customers· Strong written and verbal English· Excellent organizational and multi-tasking skills· Ability to maintain a calm and polite manner in stressful situations· Detail oriented· Proactive problem solver, with the ability to learn quickly, adapt and prioritize in a fast-paced environment· You will have the ability to maintain a sound knowledge of current lottery programs under Ascend Fundraising SolutionsWhat we’d like to see in our ideal candidate· You are a self- starter, resourceful, and can turn your ideas quickly into implementations· You are entrepreneurial at heart, but methodical in your approach· You love to learn – about your craft and your own personal development· You get a rush when you’re super busy and getting a lot done. You get a super rush when your efforts land in a win· You would rather just try a new idea than spend days talking about it· You believe in collaboration and enjoy adding value and getting value by engaging with every department· You’re probably your own toughest critic and have an internal drive to succeed and help others do the same. You never want to be the weak link, but the strongest· You are passionate about helping charitable organizations raise money and increase their impact in their communitiesWHY WORK AT ASCEND?· Ascend is a market leader in the fundraising solutions sector and have a proven and highly regarded senior management team· A team that is intellectually curious, dedicated, and has a willingness to get the job done· Opportunity to get in at the ground level and have a significant direct impact to the business in the short and long term· Help grow a company that helps charities and NPOs fund their charitable causes· Beautiful, downtown Toronto office with lake views and close proximity to transit· Competitive compensation package, including your preferred hardware· Hybrid work environmentAscendFS is committed to building and preserving an open, inclusive, and healthy work environment. We welcome all applicants to apply to join our team. We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if an accommodation is required. We thank you for your interest in working at AscendFS and we will contact those qualified to continue in the recruitment process.Job Types: Full-time, PermanentSalary: $38,000.00-$52,000.00 per yearAdditional pay:Bonus payBenefits:Dental carePaid time offSchedule:8 hour shiftMonday to FridayEducation:Secondary School (preferred)Experience:customer service: 2 years (preferred)Administrative: 2 years (preferred)

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