Elevate Your Career and Impact at Second Harvest

Location: Remote

Date: December 2024

Department: Product

Reports to: Senior Manager, Support Operations

Status: Full-Time

Salary: $52,000-$57,000 Per Annum Plus Benefits

Time Required on-site: 0% (no regular on-site requirements, apart from all-staff events, such as AGM for example)

The Opportunity Awaits—Where Passion Meets Impact!

Are you a client-focused professional looking to make a meaningful impact on food security? At Second Harvest, Canada's largest food rescue organization, we are more than just a leader in perishable food redistribution. We are innovators dedicated to reducing food waste and providing food for communities in need across Canada.

Your experience in client-service and issue resolution has prepared you for a role that combines precision with purpose. Now, you're ready to bring your skills to a mission-driven organization where every task contributes to a bigger cause.

Enter Second Harvest…

Think we're just about redirecting food surplus? Think bigger.

Here's why Second Harvest is your next career leap:

• Pioneers in food rescue, we are a renowned leader in perishable food redistribution across Canada.
• With a mission fueled by a no-waste, no-hunger ethos, we're not just changing the game—we're rewriting the rules.
• Our strategic approach aligns with the United Nations' Sustainable Development Goals (SDGs), making every day a step towards global change.

The Role:

As the Customer Support Coordinator, you will play a crucial role in supporting our food recovery initiatives by addressing first tier user support requests for the Second Harvest Food Rescue App (SHFRA). This position will receive triaged requests from the Food Rescue division as well as the Support Operations team, respond to those requests in a timely manner, and escalate requests to the appropriate team member when needed.

Your Impact:

• Actively listen, respond to, and trouble-shoot all customer inquiries for the Second Harvest Food Rescue App in a timely manner, as per our response time standards.
• Tactfully and professionally resolve issues or escalate to the appropriate team member with the ultimate goal of making every customer interaction a positive one.
• Track all customer communications in Microsoft Dynamics 365 to handle inquiries and create appropriate resolutions.
• Working closely with the Senior Manager, Support Operations as well as the Support Operations team, contribute to the development/improvement of customer care standards, responses, procedures, and policies.
• Perform other related duties as required or assigned to support the overall goals of the organization.

Who You Are:

• Meticulous: Your keen attention to detail and proficiency with data entry and reconciliation ensure nothing falls through the cracks.
• Client-Focused Communicator: You excel in building and maintaining relationships, with a strong focus on delivering exceptional customer service to our food donors.
• Adaptable & Independent: You're a self-starter who thrives on managing multiple tasks and priorities independently while keeping the team informed.
• Collaborative Problem-Solver: You bring a solutions-focused mindset to your work, ensuring seamless coordination across teams and departments.
• Flexible: you understand that we can't meet everyone's needs right away and are flexible in finding solutions.
• Able to work 9:00 AM to 5:00 PM (EST)
• English/French Bilingualism is required

About the Perks:

• A competitive salary paired with a robust benefits package.
• Professional growth in a role that makes a real difference.
• Flexible work hours and a commitment to work-life balance.

Apply For This Role:

Ready to lead at the forefront of food security and sustainability? Join us at Second Harvest and be part of a team that's not just meeting the standard but setting it. Apply today and be the change you want to see in the world.

Second Harvest is committed to fostering a diverse and inclusive work environment. We strongly encourage applications from all qualified individuals, especially those from equity-deserving groups, including racialized persons/persons of color, Indigenous peoples, women, persons with disabilities, and members of the LGBTQ2S+ community.