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
Thisrole is responsiblefor providingexcellentservice, experience,and guidance tocanfitpro’smembers and contactnetworkthrough inbound and outbound sales and education. The successful candidate will sell,educateand service inbound and outbound contacts by phone, email,fax,and data processing.
Key Responsibilities
Determinemember needs, educate, and introduce solutions
Provideaccurateand complete information relating but not limited to canfitpro certifications, events, products, and services

Ensure delivery of excellent customer service through fast andaccurateprocessing of member inquiries, while effectively managing large volumes of incoming calls

Identifyand assess customer’s needs to achieve client satisfaction and retention
Handle complaints, provideappropriate solutionsand alternative within the time limits and follow up to ensure resolution

Maintain knowledge of company products,servicesand eventsin order topromote course and event registrations

Meet personal/teamproductivitytargets and call handling quota

Ability to create and develop strategies to build relationships with potential business members

Maintain knowledge of company products, services, and eventsin order topromote courses and event registrations

Assistsin the translationofFrenchcertifications, coursesand otherprojectsas 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 andsubmitrefund requests.
Certification Experience: To confirm any cancellations of certification programs. Requests and receive documentations on recent 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 anyassistancerelating 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 solutionsand make recommendations

Preferred:
Callcenterexperience is an asset
Core Competencies
Informing: Likes to provide members with what they need to know to help them with their accounts. Provides individuals withappropriate informationso that they can makeaccuratedecisions relating to their certification.Istimelywith 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 andallits 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 appropriaterapport.Buildsconstructive and effective relationships. Uses diplomacy and tact. Candiffuse evenhigh-tension situations comfortably.

Technical Learning:



Picks up on technical things quickly.Canlearn new skills and information easily. Is adept at learningnewprograms,company,product,or technical information. Does well intraining 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.
This job posting is for an existing vacancy.
Diversity and Inclusion canfitpro is committed to creating a diverse, inclusive and equitable environment to empower and create access and opportunity for all. We welcome applications from people of all underrepresented groups, including (but not limited to) people of any gender, age, or religion, members of the LGBTQIA2+ community, BIPOC and other underrepresented races and nationalities, veterans and anyone who may contribute to the further diversification of Canfitpro.
Canfitpro is an equal opportunity employer. Upon request, we will make accommodations available during the recruitment process to applicants with disabilities.

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