Member Services Representative (BILINGUAL)

The Canada Green Building Council (CAGBC) is a member-based organizations that supports the building sector with practical, sustainable solutions to invest, build, retrofit and operate resilient, low carbon buildings. Through market engagement, training, advocacy and trusted building certification programs like Leadership in Energy and Environmental Design (LEED), the Zero Carbon Building Standards (ZCB), and Investor Ready Energy Efficiency (IREE), CAGBC provides the expertise Canada’s building sector needs to understand the value of green buildings.

We are seeking a proactive and customer-focused person who thrives on being the first line of support for members and clients. As part of the CAGBC Market Engagement Team, the Member Services Representative is responsible for supporting client, member and stakeholder service needs of the organization in a professional, timely manner and in alignment with broader departmental and corporate strategies. This role involves interaction with all divisions and levels of the organization, with a focus on helping the Team to maintain and grow the client and membership base.

For questions or to submit your résumé, email CAGBC Recruitment. CAGBC welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part the selection process.

Member and Client Services

• Respond to incoming phone, email and website inquiries about CAGBC, its programs, membership and other initiatives.
• Redirect inquires to appropriate CAGBC staff, as required.
• Support the Market Engagement Team with outreach to members and clients.
• Participate in the tracking of activities involving members, clients, and stakeholders.
• Support reporting requirements for the Market Engagement Team
• Identify and recommend improvements to client and member services processes and communication protocols, including updating and maintaining standard operating procedures for the role.

Member support

• Provide support to members and maintain the integrity of 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.
• Provide support for interaction with and purchases within CAGBC websites.
• 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.
• 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.

• 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.

• Demonstrated verbal, interpersonal and written communication skills and the ability to answer questions and solve problems.
• Excellent organizational skills, including the ability to multi-task and manage numerous duties concurrently.
• Strong practical 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 Absorb learning management system are definite assets.
• Experience in member services within a not-for-profit organization or other complex organization is an asset.
• Fluency in both official languages is required (written and oral).

• A passion for customer service and support.
• Good judgement, patience, relationship-building skills, and fully capable of working in a team-oriented, hybrid environment.
• Capacity to complete tasks in a self-directed manner.
• Innate curiosity and eagerness to learn and improve.
• Familiarity with green building and/or an interest in the environment, climate action or sustainability.