Bilingual Member Experience Advisor

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.

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.

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.

• 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 calls
• 2. 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
• 3. Meet personal/team productivity targets and call handling quota
• 4. Ability to create and develop strategies to build relationships with potential business members
• 5. Maintain knowledge of company products, services and events in order to promote courses and event registrations
• 6. Assists in the translation of French certifications, courses and other projects as needed.

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

• Minimum
  
  Required:
  
  High School Diploma and/or some University or College Education

• Minimum
  
  Required:
  
  1-3 year of customer service experience

• 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…