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 calls
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 registrations
Meet personal/team productivity targets and call handling quota
Ability to create and develop strategies to build relationships with potential business members
Maintain knowledge of company products, services, and events in order to promote courses and event registrations
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 Experience
Purpose 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 Members
Purpose 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 recommendations
Preferred:
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 (225 Select Avenue, Scarborough, ON), Monday to Frida
Benefits
Health insuranceVision insurance
Additional Information
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.
Goodlifefitness · Toronto, On, Canada