Customer Experience Representative

**Customer Experience Representative - Bilingual**:
Full-time Permanent Position

**Position Overview**:
Reporting into the Manager, Certificant & Student Services, this position provides valuable opportunities to collaborate on cross-departmental and organization-wide projects, offering exposure to various aspects of FP Canada’s operations. These experiences support professional growth and can serve as a pathway for career advancement within the organization.

**Key Responsibilities**:
In this role, you will:

- Serve as the primary point of contact for FP Canada, representing the organization with professionalism and expertise.
- Foster a positive experience for certificants and students, maintaining strong satisfaction scores and ticket response times through effective communication and service excellence.
- Support a positive stakeholder experience by preparing and coordinating the assembly and timely delivery of Onboarding Kits, renewal packages, and other mailings as needed.
- Enhance team and organizational efficiency by engaging in team meetings and projects, contributing ideas for process improvements, collaborating on goal setting and achievement, and proactively sharing responsibilities.
- Assist team leads as needed, offering support during high workload periods and serving as backup when necessary.
- Proactively engage with potential certificants to encourage their continued path to certification and the profession, guiding next steps and available resources.

**Required Qualifications**:

- Fluency in both English and French (verbal and written) is required
- A post-secondary education.
- Ability to multi-task, prioritize, and manage time effectively.
- Excellent verbal and written communication skills with a keen attention to detail.
- Strong active listening skills and professional phone etiquette, with the ability to provide clear, accurate, and customer-focused support.
- At least a years' experience in a customer service, sales, or retail role is considered an asset.

**Preferred Qualifications**:

- Experience providing customer service in both official languages is considered an asset.
- Experience in certification, education, or high-stakes examinations is an asset.
- Background in customer service, sales support, or as a Client Service Representative.
- Experience in a sales-focused customer service environment with the ability to identify opportunities to upsell products and services.
- Strong problem-solving skills and the ability to think on your feet.
- Demonstrate/maintain empathy, patience, and composure while engaging with customers in challenging situations
- Familiarity with CRM systems and practices.
- Enthusiastic and self-motivated with a passion for sales and customer satisfaction.

**Competencies**:

- **Efficiency & Effectiveness**: Produces high-quality, accurate work while managing multiple priorities and meeting deadlines. Continuously improves, seeks new challenges, and works independently.
- **Teamwork & Service Orientation**: Collaborates with stakeholders, demonstrates empathy and respect, and upholds organizational values. Anticipates and meets others' needs while driving improvements.
- **Communication Skills**: Clearly conveys information in speech and writing, maintains confidentiality, actively listens, and responds professionally.
- **Critical Thinking**: Analyzes options, considers impacts, and seeks input to make informed recommendations and decisions.

**About FP Canada**:
Established in 1995, FP Canada is a national not-for-profit education, certification and professional oversight organization working in the public interest. FP Canada is dedicated to championing better financial wellness for all Canadians by leading the advancement of professional financial planning in Canada. Learn more at FPCanada.ca.

**Working with FP Canada**:
We’re FP Canada, a team of passionate and progressive professionals. FP Canada employs over 55 people, and our office is located in downtown Toronto. This is a full-time permanent position working 5 days per week, during core business hours, with some flexibility required. We offer a hybrid-work model, requiring at a minimum, (40%) two days a week on average, of employees’ time be spent in the office.

We are service-oriented, principled, and driven to make a societal impact, and we strive for and demand excellence, integrity, and respect from each other as well as our external stakeholders. We value collaboration and flexibility and together have created a collegial and positive work environment.

**Our Commitment to Inclusion and Diversity**:
**Our Commitment to Accessibility**:
**Salary**:
$55,000 - $60,000 depending on experience.

**How to apply**:
We wish to thank all applicants for their interest and advise that only those selected for an interview will be contacted.