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About the Role
The Customer Experience Representative serves as the primary point of contact for FP Canada stakeholders, providing top-quality customer service via phone and email. This role requires a deep understanding of FP Canada’s policies and procedures to deliver accurate, thorough, and timely support for certification, standards, and education programs. The position offers opportunities to contribute to cross-departmental projects, supporting organizational knowledge and professional skill development.
Responsibilities
- Serve as the primary point of contact for FP Canada, representing the organization with professionalism and expertise.
- Respond to inquiries from diverse stakeholders via phone, email, and video conferencing, providing exceptional customer service.
- Foster a positive experience for certificants and students, maintaining strong satisfaction scores and ticket response times.
- Master and apply knowledge of FP Canada’s education, certification, and examination policies and procedures.
- Develop and maintain a strong working knowledge of FP Canada's systems and digital interfaces.
- Facilitate the efficient and accurate processing and fulfillment of online applications, including handling payments and refunds.
- Support a positive stakeholder experience by preparing and coordinating the assembly and timely delivery of onboarding kits, renewal packages, and other mailings.
- Enhance team and organizational efficiency by engaging in team meetings and projects, contributing ideas for process improvements, and collaborating on goals.
- Assist team leads as needed, offering support during high workload periods and serving as backup.
- Proactively engage with current and potential certificants to guide next steps and connect them with resources.
Requirements
- Fluency in English (verbal and written).
- A post-secondary education.
- Proficiency in digital applications, including Windows, Microsoft Word, Excel, Outlook, and CRM systems.
- At least one year of experience in a customer service, sales, or retail role.
- Excellent verbal and written communication skills with a keen attention to detail.
- Strong active listening skills and professional phone etiquette.
- Ability to provide clear, accurate, and customer-focused support.
Skills
- Multi-tasking
- Prioritization
- Time management
- Problem-solving
- Ability to think on your feet
- Empathy
- Patience
- Composure
- Enthusiasm
- Self-motivation
- Passion for sales
- Passion for customer satisfaction
Location
- Downtown Toronto
Work Type
- Full-Time
- Contract
- Hybrid
Experience Level
- 1+ years of experience in a customer service, sales, or retail role
Education Level
- Post-secondary education
Salary/Compensations
- $50,000 to $55,000
Benefits
- Paid vacation and personal days
- Comprehensive employee benefits
- Professional development opportunities
- Flexible work arrangements
- Regular social events
About the Company
- FP Canada is a national not-for-profit education, certification and professional oversight organization working in the public interest, established in 1995.
- FP Canada is dedicated to championing better financial wellness for all Canadians by leading the advancement of professional financial planning in Canada.
- FP Canada employs over 80 people.
Equal Opportunity
- FP Canada values inclusion and diversity, and different perspectives and experiences; and we are committed to working towards an inclusive and diverse organization, reflective of Canada’s population.
- We encourage candidates who identify in traditionally underrepresented communities (women, racialized persons, indigenous persons, LGBTQ2S+ and persons with disabilities) to apply.
- FP Canada is committed to ensuring equal access and participation for people with disabilities in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA).
- FP Canada will provide accommodation on request throughout the recruitment, selection and/or assessment process for applicants with disabilities.