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 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.

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, 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.

Recruitment Fraud Alert

Many companies are experiencing an increase in recruitment fraud in the form of fake job postings on social media and career sites.

Protect yourself:

GoodLife Fitness, Fit4Less, canfitpro, and GoodLife Kids Foundation positions are posted to jobs.goodlifefitness.com and must be applied to via the secure portal on that site; Job offers or requests for banking information or your SIN will never be sent via email, phone, or text message; Please verify that the person you are communicating with has an @goodlifefitness.com, @fit4less.ca, @canfitpro.com, or @goodlifekids.com email address.

If you currently work for us, Associates should only apply to positions on the Jobs Hub in Workday and all job offers, requests for banking information or your SIN should be completed when logged into Workday.  We will never ask you to send this information via email, phone or text.

Please verify that the person you are communicating with has an @goodlifefitness.com, @fit4less.ca, @canfitpro.com, or @goodlifekids.com email address.