Bilingual Member Experience Advisor

GoodLife Fitness; Toronto; Sur place; CAD 42 000 - 53 000; Plein temps

Avantages offerts par ce poste

Free fitness membership for you and a

Group benefits plan

Birthday day off

Free online learning

Certifications at no cost

Employee recognition program

Résumé du poste

canfitpro is Canada’s leading fitness education provider, committed to delivering accessible learning experiences and certifications for a global audience. We seek a bilingual Member Experience Advisor to support members and our contact network by phone, email, and data processing, educating on certifications, events, and services.

The role emphasizes customer service excellence, teamwork, and accurate information delivery.

Qualifications

• High School Diploma or college education required.
• 1–3 years of customer service experience required.
• Bilingual French/English required.
• Basic MS Office skills required.

Responsabilités

• Provide excellent service, education, and guidance to members and contact network by phone, email, fax, and processing data.
• Identify member needs and educate to promote certifications, events, products, and services.
• Handle inquiries and complaints with timely, appropriate solutions and follow-up.
• Meet personal/team productivity targets and call handling quotas.
• Develop strategies to build relationships with potential business members.
• Assist with translation of French certifications, courses and projects as needed.

Connaissances

Bilingual: French/English

Customer service

Multitasking

Time management

Communication

Teamwork

Formation

High School Diploma / some college

Outils

Microsoft Office

Description du poste

**canfitpro – Bilingual Member Experience Advisor****About canfitpro**canfitpro is the largest provider of education in the Canadian fitness industry. Founded in 1993 as a voice for all fitness professionals, canfitpro delivers accessible, quality education, certifications, conferences, trade shows, and membership services. canfitpro’s over 24,000 members include some of the world’s best fitness professionals, health club operators, industry suppliers, and fitness consumers.Our passion is our purpose - canfitpro inspires fitness as a desired career and lifestyle to create positive change in the lives of others.**Core Values, Purpose and Vision**At canfitpro, we live and breathe our Core Values of *Caring Community, Curiosity, Commitment, Customer Mindset, Contribution and Cultivate a Passion for Fitness*, and we are here for a Purpose: To inspire fitness as a desired career and lifestyle to create positive change in the lives of others. Our vision is aspiring to deliver accessible learning experiences to a global audience, making fitness and mental health a part of personal wellness for everyone.**Job Overview**This role is responsible for providing excellent service, experience, and guidance to canfitpro’s members and contact network through inbound and outbound sales and education. The successful candidate will sell, educate and service inbound and outbound contacts by phone, email, fax, and data processing.**Key Responsibilities**1. Determine member needs, educate, and introduce solutions* Provide accurate and complete information relating but not limited to canfitpro certifications, events, products, and services* Ensure delivery of excellent customer service through fast and accurate processing of member inquiries, while effectively managing large volumes of incoming calls2. Identify and assess customer’s needs to achieve client satisfaction and retention * Handle complaints, provide appropriate solutions and alternative within the time limits and follow up to ensure resolution* Maintain knowledge of company products, services and events in order to promote course and event registrations3. Meet personal/team productivity targets and call handling quota4. Ability to create and develop strategies to build relationships with potential business members5. Maintain knowledge of company products, services, and events in order to promote courses and event registrations6. Assists in the translation of French certifications, courses and other projects as needed.**Communication/Business Relationships****Internal (within the Organization)**Contacts: Finance, Certification Experience and Events ExperiencePurpose of Communication:* Finance: To ensure correct invoicing and pricing and submit refund requests.* Certification Experience: To confirm any cancellations of certification programs. Requests and receive documentations on new and upgraded course context, and materials, and seek explanations of any issues relating to certifications* Events Experience: Ensure correct pricing and event information is up to date, and request any assistance relating to Events**External (outside the Organization)**Contacts: Members, Potential Members, and Business MembersPurpose of Communication: To provide insight on certifications, certification renewals, and potential partnerships with Business Members**Education**Minimum Required: High School Diploma and/or some University or College Education**Work Experience**Minimum Required: 1-3 year of customer service experience**Knowledge, Skills & Abilities**Minimum Required:* French/English Bilingualism* Basic use of Microsoft Office* Experience with multi-tasking, working independently and as a part of a team* Effective organizational and time management skills* Ability to provide solutions and make recommendationsPreferred:* Call center experience is an asset**Core Competencies*** **Informing:** Likes to provide members with what they need to know to help them with their accounts. Provides individuals with appropriate information so that they can make accurate decisions relating to their certification. Is timely with information.* **Attention to Detail:** Employs active listening to collect and gather specific and pertinent details. Includes sufficient details when documenting or presenting information. Explores the problem and all its elements until the reasoning has been found so that it can be resolved accurately* **Interpersonal Savvy:** Relates well to people inside and outside of the organization. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can diffuse even high-tension situations comfortably.* **Technical Learning:** Picks up on technical things quickly. Can learn new skills and information easily. Is adept at learning new programs, company, product, or technical information. Does well in training opportunities**People Leadership**Direct Reports: 0**Working Conditions*** In-Person at the canfitpro Home Office, Monday to Friday* Continuous sitting, use of computer, keyboard and phone* Data and Numerical Verification: Review lines of data (invoice numbers, amounts, personal information) from CRM software* Continuous screen time demanding audio and visual attention* Able to travel to events in Canada if required for business purposes* Able to work some evenings or weekends as required**Perks of working at canfitpro*** To help lead canfitpro in its vision- we aspire to deliver accessible learning experiences to a global audience, making fitness and mental health a part of personal wellness for everyone.* FREE Fitness membership for you and a friend or family.* Group benefits plan designed to meet employees’ basic and life-changing benefits needs.* Diversity, Equity and Inclusion Learning to create and support a culture of learning, unlearning and celebrating our differences.* You will receive a paid day off during your birthday month every year.* Your career development is supported through free online learning in all areas of our business* canfitpro provides access to our certifications and continuing education at no cost.* Employee Recognition Program - Bucket list - Earn coins that can be redeemed for various gift cards.**Compensation:**It is expected that the selected candidate will start at a base wage of $21.54. The annual range of expected compensation for the position is $42,000 - $53,100 determined by the expected total number of scheduled hours per year, performance and time in position.