Donor Relations Associate (Call Centre)
Furniture Bank - Toronto, ON

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About Furniture Bank
Furniture Bank is a registered charity and social enterprise that has served the Greater Toronto Area since 1998. Our mission is to transfer gently used furniture and household goods donated to us by individuals or corporations to people who have recently transitioned out of homelessness. We help turn an empty space into a true home with a kitchen table to enjoy meals, a comfortable space to share stories of the day and beds for safe sweet dreams

Job Summary
This position has 2 key areas of responsibility: 1) Answer inbound calls where donors ask questions and provide their inventory of furniture for donation and 2) Initiate outbound calls for donor care and fundraising.

Responsibilities include, but are not limited to, the following:

  • Sell Furniture Bank’s Social Enterprise pickup service
  • Provide donors with information on the mission of Furniture Bank
  • Satisfy donor requests by answering calls in an effective manner
  • Accurately identify acceptable furniture and household goods
  • Confirm pickup dates should donors request service
  • Advise donors of drop-off location and operating times
  • Ask for financial help to offset the operating costs of our pickup service (inventory is provided free of charge to those in need)
  • Accurately and timely update Salesforce
  • Transfer calls as appropriate
  • Follow-up on donor enquires
  • Actively participate in the development of the team by making performance appraisal suggestions
  • Assist and/or mentor new employees
  • Generate preformatted donor thank-you letters
  • Perform other administrative duties as required

Specifications (Qualifications/Requirements)


  • High school education or higher


  • 2+ years of call centre experience
  • Solid interpersonal and negotiating skills
  • Experience with Microsoft office (word, excel)
  • Typing proficiency (40 – 50 wpm)
  • Effective verbal and written communication
  • Experience in fundraising an asset, not a requirement
  • Organized and able to handle tasks related to a successful call
  • Operational knowledge of the Privacy Act an asset