Job summary

The Canada Green Building Council (CAGBC) is a member-based organization that supports the people and businesses across the building sector pursuing resilient, low-carbon buildings. CAGBC provides the products and services the sector needs to construct and manage buildings that are easier on resources, healthier for people, resilient to extreme weather and cost-effective. We work with our members to deliver market-leading standards, establish best practices, and educate the market on the benefits 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 in a professional, timely manner and in alignment with broader departmental and corporate strategies. This diverse role involves interaction with all divisions and levels of the organization, with a focus on helping the Team administer, maintain and grow the client and membership base.

Responsibilities

Member and Client Services Administration

• Respond to incoming phone, email and website inquiries about CAGBC, its programs, membership and other initiatives.
• 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.
• Provide administration support to the department.
• 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 a superior customer service experience for members and other stakeholders.
• Maintain the integrity of the membership database including, but not limited to, updating member profiles and membership lists, creating new member accounts as required, assisting members with account support 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 cross-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.

SKILLS

• Professional verbal, interpersonal and written communication skills and the ability to answer questions and solve problems.
• Excellent organizational skills, including the ability to prioritize and complete numerous duties in a fast paced environment.
• Strong practical administration and customer service skills.
• Strong computer skills including: Microsoft Office 365 and database applications. Prior experience with CRM systems is essential. Practical knowledge of iMIS is a definite asset.
• 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).

PERSONAL ATTRIBUTES

• Approachable with a passion for customer service and support.
• Good judgement, patience, relationship-building skills, and fully capable of working in a team-oriented, hybrid environment.
• Team player who is supportive and actively contributes to the department’s success.
• Sense of pride in work performance and can be counted on to complete tasks in a self-directed manner.
• Innate curiosity and determination to excel within the role.
• Familiarity with green buildings and/or an interest in the environment, climate action or sustainability.

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.

CAGBC BENEFITS

• On-boarding support and on-the-job training
• Free access to CAGBC education and events
• Competitive salary and benefits
• Additional paid time off including flex days and the December holiday period

Job Types: Full-time, Permanent

Pay: $47,000.00-$52,000.00 per year

Benefits:

• Dental care
• Flexible schedule
• Paid time off
• Vision care

Shift:

• 8 hour shift

Work days:

• Monday to Friday

Work Location: Hybrid remote in Ottawa, ON K1N 0A1