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Job Number:  43642
Customer Service Support Agent
Job Posted: Tuesday, 17 April 2018
Closing Date: Thursday, 17 May 2018
(64 days ago)
Scouts Canada
Region: Ottawa area Type: Full time
Location: Ottawa Salary: (not entered)

 Scouts Canada

Customer Service Support Agent (Help Centre Agent)


Do you love the outdoors? Are you passionate about youth development? Are you aligned with our mission to help develop well-rounded youth, better prepared for success in the world? Do you have administrative support experience and think you have what it takes to become our next team member? If you answered yes, we want to hear from you! Scouts Canada has an exciting opportunity for a Customer Service Support Agent to join the National Office team in Ottawa, Ontario!


For more than 100 years, Scouts Canada has brought a world of adventure, outdoor experience, friendship and fun to 17 million Canada youth. We have reinvigorated our program to meet the changing demands of youth and are looking for someone who has experience working with volunteers and supporting day do day office duties.


Reporting to the Director, Volunteer Services, you will provide top-notch support and customer service and your role would be instrumental in helping Scouts Canada achieve its strategic objectives, the Five Priorities for success and our Business Plan.


Specifically, you will be responsible for:


  • Classify, prioritize and answer our Volunteer Services Help Centre inquiries whether by phone, social media, find-a-group inquiries, live chat or ticket;
  • Respond to customer inquiries by asking discovery questions to understand the inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying their understanding of information and the answer;
  • Identify trends in queries and draft appropriate communication and responses in collaboration with Subject Matter Experts (SMEs);
  • Maintain an up to date knowledge of Scouts Canada programs and activities (both new and existing) as well as interpret and explain them to members and the public, and for the purposes of creating consistent documentation on the Online Support Centre;
  • Contribute to the successful dissemination of accurate, consistent and transparent information to all stakeholders of Scouts Canada.
  • Maintain close relationships with other departments, volunteer teams, and members to encourage active exchange of information, and to provide quality support on all of Scouts Canada’s programs and initiatives.
  • Shared administration of the Zendesk customer service platform based on directives and established Help Centre strategy.


What you bring to the table:


  • Ability to communicate effectively and efficiently and provide outstanding customer support is crucial 
  • Strong computer and technical skills and the ability to learn new technology quickly
  • Ability to multi-task, work in a fast-paced environment, and complete tasks with frequent interruptions
  • Strong analytical and trouble shooting skills
  • Ability to work both independently and in a team-oriented, collaborative environment




  • University degree, college diploma or equivalent combination of education and work experience
  • Minimum of 1-3years experience in a customer service role
  • Competent Microsoft Office user (Excel, Outlook, Word, PowerPoint) with experience in web-based technology platforms
  • Experience in Zendesk administration and use is considered an asset.
  • Scouting knowledge and experience would be considered an asset.
  • Bilingualism (French) is also an asset

We’ve got you covered:


We offer a comprehensive benefits package that includes a fabulous merchandise discount; an employer-matched retirement plan after one year; extended health, prescription, vision and dental coverage and more.


If this role excites you, we want to hear from you! Please take the time to tell us about yourself in a cover letter — we want to hear your story — your background, your accomplishments, and why this role is a good fit with your future career aspirations. Please submit your application to .


Scouts Canada thanks you for taking the time to consider this position.  Please understand that only individuals chosen for an interview will be contacted. For more information about Scouts Canada, please visit our web sites at www.scouts.ca.


Scouts Canada encourages applications from all qualified candidates and has a great record of accommodating persons with disabilities. Contact Lisa Donnelly in Human Resources at or 613-224-5131 if you need accommodation at any stage of the application process or want more information on our accommodation policies.

How to Apply:
Please mention you saw this posting on WorkInNonProfits.ca.
Please submit your application to .
Contact Details:
Lisa Donnelly
Scouts Canada
1345 Baseline Road
Ottawa, ON, K2C 0A7

Tel: 613-224-5134

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