Member Services Representative / Représentant/représentante, Services aux membres

Skate Canada; Ottawa; Hybrid; CAD 49,000 - 62,000; Full time

Job summary

Skate Canada is seeking a Member Services Representative in Ottawa to provide exceptional customer service and support for amateur sport. This role includes responding to inquiries, maintaining databases, and preparing communications for clubs and stakeholders. The successful candidate will thrive in a hybrid work environment, embodying the organization's values of diversity and inclusion.

Benefits

Health Benefits: Drug, medical, vision, and dental coverage.

Qualifications

• Minimum two to five years in a customer service role.
• Fluently bilingual in English and French.
• Experience in volunteer sport environments.

Responsibilities

• Liaise with customers regarding registration and membership inquiries.
• Administer data entry and maintain records in databases.
• Prepare communications for stakeholders and support committee activities.

Skills

Customer Service

Communication

Attention to Detail

Conflict Resolution

Education

Diploma in Business Administration or Communications

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Dynamics CRM

Zendesk

Job description

Member Services Representative

Who We Are.

A not-for-profit organization, Skate Canada is the oldest and largest figure skating organization in the world, recognized by the Government of Canada and the Canadian Olympic Committee (COC) as the governing body for the sport of figure skating in Canada. Skate Canada is committed to attracting, developing, and engaging a diverse workforce that reflects the community we serve.

Our People Shape Our Success.

At Skate Canada, we’re not just about skating—we’re about creating a vibrant, inclusive community where everyone feels like they belong and are empowered to thrive. As an equal opportunity employer, we celebrate diversity and warmly invite all qualified applicants to join our journey.

Position Overview.

Do you enjoy helping others, and do you get satisfaction from helping people solve their problems? Do you enjoy learning about many different areas of an organization, working on multiple tasks, and are you passionate about supporting amateur sport? Skate Canada has an opportunity for full-time employment.

Reporting to the Corporate Services Director, the Member Services Representative acts as the first point of contact for external requests, including members, clubs, sections, coaches, and officials. With solid customer service orientation, the Member Services Representative will provide accurate, timely, and positive messaging to all customers, as well as maintain data in various databases.

Location.

This position will be located in the office of Skate Canada in Ottawa, ON at 261-1200 St. Laurent Boulevard. We offer a hybrid work model with a requirement of working at least three days in the office per week.

Key Responsibilities.

• Liaise with and support internal and external customers by responding to inquiries on registration, membership, bylaws, rules, and operating procedures by phone or through electronic means.
• Administer data entry and records maintenance in databases, such as Dynamics CRM.
• Support, prepare, and disseminate information and communications for Clubs, Skating Schools, Coaches, Officials, and Sections including registration material.
• Prepare information for the annual conference and Annual General Meeting.
• Support and prepare communication and other documents for various stakeholders as well as prepare material for reports for Standing and Operating Committees, and schedules meetings, and prepare and distribute agendas and minutes.
• Follow all standard operating procedures and standardized workflow policies and processes established within the Skate Canada National Services Center.
• Responsible for ensuring compliance with health and safety requirements and for ensuring a safe and respectful workplace.
• Participate in various Skate Canada committees (operational, social, Health and Safety, etc) as required.
• Perform the duties stated as a responsible employee of the Association observing and supporting all policies and procedures as set by the Board of Directors and observing all policies and requirements as outlined in the Skate Canada National Service Center Human Resources Policies and Procedures.
• Represent the vision, mission, and values of Skate Canada, and conduct oneself according to ethical standards generally accepted in business.
• Identify areas for workflow improvements.
• Assist with the collection of overdue club/school accounts and other duties as assigned by Skate Canada.

Qualifications, Experience, and Key Skills

• Diploma in Business Administration, Communications, or similar educational background, or combination of education and relevant work experience.
• Minimum two to five years’ experience in a customer service, client-facing, or similar role, or equivalent combination of relevant education and work experience.
• Fluently bilingual with a demonstrated ability to work in English and French, written and oral.
• Excellent customer service, communication, interpersonal, and conflict resolution skills.
• Strong attention to detail and critical analysis and problem-solving skills.
• Accurate and fast keyboarding skills.
• Proficient with Microsoft Word, Excel, and Outlook.
• Knowledge and experience in Dynamics CRM, Zendesk, or other similar customer relationship management software, and tools such as Wufoo. Strong ability to multi-task on a number of software platforms simultaneously.
• Ability to work independently and as a member of a team.
• Able to handle sensitive information in a professional and confidential manner.
• Knowledge of, and experience with, volunteer sport environments and Skate Canada programs.

Commitment

• Occasional travel, approximately one to three times per year, for supporting off-site conferences.
• Ability to work overtime as required to meet fluctuating needs.

Compensation

• The salary range for this position is between $49,268 - $61,585 with benefits package eligibility after 3 months.
• Health Benefits: Drug, medical, vision, and dental coverage.

Timeline

We sincerely thank all applicants for their interest. However, we will only contact those under consideration. No phone calls, please. Applications accepted on or before 12:00 pm Friday, June 20, 2025. If you have any questions, please forward them to [e-mail]. Please indicate "Member Services Representative" in your cover letter.

Skate Canada is committed to ensuring our recruitment and selection processes and work environment are inclusive and barrier-free. We celebrate diversity and believe that a team of individuals with different backgrounds, views, experiences, and capabilities working together makes us stronger and better.