Scott Mission was founded in 1941 by Rev. Morris and Mrs. Annie Zeidman as a non-denominational Christian organization. Each year, it offers practical, emotional, and spiritual support to thousands of people who are experiencing poverty and homelessness in the City of Toronto. The Mission is a community that continually seeks to be:
- Centered in and dependent on Jesus Christ
- Gracious, generous, and collaborative in our relationships
- Servant hearted, innovative, and professional in our work
- Rooted in God’s rescuing work in history
Scott Mission’s vision prayer captures the heart of its goal: Poverty in full retreat, flourishing for all, in Toronto and beyond.
The Mission is currently implementing a transformational, five-year strategic plan with the following objectives: Increasing capacity and enhancing basic needs services, deepening clients’ transformational impact, multiplying partnerships, and offering spiritual leadership to Canadians.
RESPONSIBILITIES
Position: Customer Service Representative
Department: Marketing and Communications
Work Location: 5 McLachlan Dr, Etobicoke, ON M9W 1E3
Status: Contract: September 2026 to September 2027 (12 months)
Hours: 37.5 hours weekly (occasional evenings and weekend work during busy seasons)
Reports To: Call Centre Team Lead
ABOUT SCOTT MISSION
Scott Mission is a Christian ministry serving people experiencing poverty in Toronto through food programs, shelter, health care, and long-term support. For over 80 years, we have walked alongside individuals and families—meeting immediate needs while helping people move forward with dignity, hope, and stability.
Our vision: Poverty in full retreat, flourishing for all, in Toronto and beyond.
POSITION SUMMARY
Working at Scott Mission offers the opportunity to contribute to meaningful, mission-driven work that supports individuals and families across Toronto. Team members are part of a compassionate Christian community committed to serving others with dignity, excellence, and care, while helping to create lasting impact through practical service, collaboration, and faith in action.
POSITION DETAILSAs a warm and helpful front line for Scott Mission’s donors, the Customer Service Representative connects with supporters by phone, email, mail, and other giving channels to make supporting the Mission feel easy, personal, and meaningful. Through each interaction, this role offers thoughtful assistance, timely information, and genuine encouragement that helps donors continue in their compassion for the individuals and families we serve.
RESPONSIBILITIES
· Respond to inbound calls from donors and prospective donors during regular business hours.
· Respond to donor inquiries courteously, accurately, and efficiently.
· Monitor individual and team key performance indicators to support the achievement of service and performance objectives.
· Process credit and debit card donations using the internal donation form and assist donors with other giving channels, including online, mail, eTransfer, direct debit, securities, and PayPal.
· Conduct outbound donor stewardship and solicitation calls as assigned.
· Review and return voicemail messages daily.
· Manage Scott Mission donation email inboxes and maintain timely responses in accordance with departmental service standards.
· Provide day-to-day administrative and operational support to the Fundraising and Gift Processing teams.
· Assist with tax receipt requests and related mailing activities.
· Track and resolve gift processing issues by contacting donors by phone, email, or mail, as required.
· Maintain accurate records of donor interactions in the CRM and ensure adherence to database standards.
· Develop and communicate a working knowledge of Scott Mission’s ministries and programs.
· Perform other duties as assigned.
QUALIFICATIONS
· Strong telephone, computer, and interpersonal communication skills.
· Excellent command of the English language, both written and verbal.
· Demonstrated professionalism, sound judgment, and respect for the confidentiality and privacy of donors.
· Demonstrated ability to work collaboratively with strong attention to detail.
· Proficiency in Microsoft 365 applications, including Teams, Outlook, Word, and Excel.
· Familiarity with call centre metrics and key performance indicators.
· Experience with CRM data entry, particularly Blackbaud Raiser’s Edge NXT, is an asset.
· Experience with Engaging Networks and/or Stripe is considered an asset.
· Experience with Copilot or other AI platforms is considered an asset.
· Ability to multitask and work independently.
· Comfort working within a medium-sized charitable non-profit environment.
· Solid understanding of Christian ministry and its practical application.
· Support and agreement with Scott Mission’s Christian Statement of Faith, goals, objectives, Conduct Policy, and Philosophy of Ministry.
Pay: $53,000.00 per hour
Work Location: In person
