Member Experience Advisor

About the role:

Are you a passionate customer-service focused individual who thrives on building relationships? Are you genuinely excited to connect with customers? Will Zoom meetings with our members across Canada drive you to keep going back for more? Our Member Experience team oversees the entire member journey through intentional outreach, outstanding customer service, creating and executing event and loyalty programs, thought leadership and speaker programs.

The Member Experience Advisor will report to the Director of Member Experience. You will be part of a new and growing team that focuses on enhancing, supporting, and investing in our national membership community. This role will be all in on the Member’s journey with TEC Canada via customer support, managing calls, and collaborative communication with the rest of the team. If you are a highly motivated, adaptable, and a customer-centric individual with a demonstrated passion for service excellence, we would like you to join our fun and energetic team.

Our ideal candidate:

  • Has strong capabilities building relationships and collaborating with key internal and external members
  • Is an excellent communicator with a professional and pleasant demeanor
  • Works well under pressure, making clear timely decisions that focus on our members
  • Is detail-oriented in managing multiple tasks in a fast-paced, client-centric environment
  • Can accept a challenge and remains calm
  • Is a self-starter and problem solver, able to work independently to get things done but also a strong dependable team player

 

Your responsibilities: 
  • Build trusting and sustainable relationships through open and interactive communication
  • Manage large amounts of incoming and outgoing phone and Zoom calls
  • Proactively reach for the extra mile to engage with our members through exceptional customer support
  • Handle escalations to provide creative solutions within the time limits and follows up to ensure an appropriate resolution to close the loop and know when to attain additional resources to help
  • Maintain accurate records of member interactions and develop processes to support the member’s journey
  • Support our members throughout their entire membership journey (onboarding, retention, exits, etc.)
  • Understand TEC Canada’s programs and model with how they impact learning paths
  • Communicate with the team and our Chairs to devise ways of improving the member experience
  • Work collaboratively with the team to coordinate efforts and capitalize on opportunities with the community
  • Evaluate and enhance processes to improve quality and efficiencies
  • Participate in and promote member focused events
  • Engage in an environment of cross-department collaboration, knowledge sharing and learning.
  • Assist with other projects and duties as needed

 

Your attributes: 
  • You are excited to search for solutions but know when to ask for help.
  • You have trust in the integrity of your co-workers.
  • You care and are fully committed to everyone around you.
  • You have the confidence to challenge yourself and the courage to search for the truth.
  • You are committed to your own growth – both personally and professionally.
  • Strong verbal and written communication skills.
  • Proactive, self-motivated, and self-starting.
Your qualifications: 
  • 3+ years of strong customer or member service focused experience
  • Strong persuasive speaking (with phone or Zoom handling skills) and active listening skills
  • Exemplifies high emotional intelligence
  • Excellent time management and organization skill set, follow up to ensure other people’s contributions are on schedule; anticipate problems and ensures contingency plans if needed to meet deadlines
  • Strong skills in Microsoft office including PowerPoint, Word, Excel and Outlook
  • Highly proficient in using programs such as Microsoft Dynamics or other CRM databases
  • Strong written communication skills to support members and documenting processes
  • Proactive, self-motivated, and self-starting
  • Detail-orientated with the ability to multi-task
  • Bilingual (French) considered an asset, but not required

 

About TEC Canada: 

TEC Canada is a member-based peer advisory community of over 1,900 chief executives, entrepreneurs, and business owners from across Canada. We have a 38-year track record of helping leaders achieve personal transformation, leadership excellence and enterprise success through the power of confidential peer group meetings, one-to-one executive coaching, business thought leadership and a global network of over 26,000 business leaders. Every member participates in a confidential group, meeting regularly to interact with business experts and draw on the first-hand experience of their peers, exchanging direct, honest feedback to hold one another accountable and advocate success.

 

To apply for this position, please submit your cover letter and resume by following the link below.

Apply Now

Become a Member Form

Become a TEC Member today!