The Canada Green Building Council (CaGBC) is the leading national industry organization dedicated to advancing green building practices for liveable communities. The Council’s mission is to promote buildings that are environmentally responsible, profitable and healthy places to live, work and play. We offer a fast-paced, dynamic work environment in an organization full of talented team players.

Client Services Representative

(BILINGUAL)

 

CaGBC is acting now to create the change we need. Because what is considered green today must be challenged to have an impact tomorrow. As a customer-focused person, your practical customer service experience, proactive approach, and comfort with being the first line of support, will help clients, members and stakeholders deepen their relationship with CaGBC and Green Business Certification Inc. Canada (GBCI CA), to drive program and product awareness.

Reporting to the Senior Lead, Client Engagement (“Supervisor”), and under the direction of the broader CaGBC Client Experience Team, the Client Services Representative is responsible for supporting the client, member and stakeholder service needs of the organization in a professional, timely manner and in alignment with broader Client Experience and corporate strategies.  This role involves interaction with all divisions and levels of the organizations, with a focus on helping to maintain and grow the client and membership base.

RESPONSIBILITIES

Client Services

  • Respond to member, client and general public phone, email (corporate wide inboxes as assigned) and website inquiries about the CaGBC, its programs and products.  
  • Redirect inquires to appropriate CaGBC staff as required.
  • Work with CaGBC teams to support client experience programs and products including:
    • Creating and maintaining events, programs and courses and assisting attendees with registration and event logistics; and,
    • Maintaining the client education portal, assisting with course registrations, and adding and removing education courses as required.
  • Facilitate the coordination of appointments with members, clients, and stakeholders.
  • Provide reception and office administration support.
  • Provide support for interaction with and purchases within CaGBC websites.
  • Identify and recommend improvements to client services processes and communication protocols.

Member Services

  • Provide support to members and maintain the membership database including updating member profiles and membership lists, creating new member accounts as required, assisting members with account support such as password resets and account lockouts and processing member dues payment as required.
  • Support member recruitment and retention including drafting regular email communications and messaging and conducting regular follow-up telephone calls according to established communications processes.
  • Actively promote and up-sell CaGBC membership, programs and other services.
  • Support the new member onboarding program including coordinating new member certificates and packages.
  • Work with appropriate teams to maintain and administer member communication lists.

Other Responsibilities

  • Perform related duties and responsibilities as assigned by your supervisor.

NOTE: This job description highlights the general nature and level of the assignments required by this position.  This is not a completely exhaustive list of duties; additional related duties may be assigned.

SKILLS

  • Demonstrated verbal, interpersonal and written communication skills and the ability to answer questions and solve problems.
  • Excellent project management and organizational skills, including the ability to multi-task and manage numerous projects concurrently.
  • Experience in member services within a not for profit organization.
  • Strong administration and customer service skills.
  • Strong computer skills including: Office 365 and database applications. Prior experience with CRM systems is beneficial. Practical knowledge of iMIS and Moodle learning management system are definite assets.
  • Fluency in both official languages is required (written and oral).

PERSONAL ATTRIBUTES

  • Good judgement, relationship-building skills, and fully capable of working in a team-oriented, virtual environment.
  • Capacity to complete tasks in a self-directed manner.
  • Familiarity with LEED and/or an interest in the environment, climate action or sustainable building.

EDUCATION AND EXPERIENCE

  • Undergraduate degree or Post-secondary Diploma (3 year) in a related area with ~3 years' work experience; or an equivalent combination of education and customer service experience.
 

APPLICATION PROCESS

Please forward your resume, with the subject line Client Services Representative (Bilingual), by Nov 30, 2020 to recruitment@cagbc.org. Also provide a cover letter and include your salary expectations please.

We are an equal opportunity employer and thank all applicants for their interest.  Only those selected for an interview will be contacted.

CaGBC welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.