Customer Experience Representative (Contract)

Key Responsibilities

• In this role, you will:
• Serve as the primary point of contact for FP Canada, representing the organization with professionalism and expertise.
• Respond to inquiries from a diverse range of stakeholders—including students, certificants, exam candidates, industry partners, and members of the Canadian public—by providing exceptional customer service through phone, email, and video conferencing.
• Foster a positive experience for certificants and students, maintaining strong satisfaction scores and ticket response times through effective communication and service excellence.
• Master and apply a broad knowledge of FP Canada’s education, certification, and examination policies and procedures to oversee administration and ensure complete, timely, and accurate information.
• Develop and maintain a strong working knowledge of FP Canada's systems and digital interfaces, mastering the end-to-end user experience in order to provide informed, actionable feedback to internal stakeholders that supports continuous improvement.
• Facilitate the efficient and accurate processing and fulfillment of online applications for FP Canada examinations, certification, product orders, and FP Canada Institute offerings, including handling payments, refunds, and related transactions.
• Support a positive stakeholder experience by preparing and coordinating the assembly and timely delivery of onboarding kits, renewal packages, and other mailings as needed.
• Enhance team and organizational efficiency by engaging in team meetings and projects, contributing ideas for process improvements, collaborating on goal setting and achievement, and proactively sharing responsibilities.
• Assist team leads as needed, offering support during high workload periods and serving as backup when necessary.
• Proactively engage with current and potential certificants at critical points in their certification journey, guiding next steps and connecting them with available resources to support their continued professional development .

Required Qualifications

• The ideal candidate will have the following skills and experience:
• 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 a years' 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, with the ability to provide clear, accurate, and customer-focused support.

Preferred Qualifications

• The following skills and experience are considered an asset and will enhance a candidate’s application:
• Experience in certification, education, or high-stakes examinations is an asset.
• Background in customer service, sales support, or as a Client Service Representative.
• Experience in a sales-focused customer service environment with the ability to identify opportunities to upsell products and services.
• Familiarity with CRM systems and practices.
• Bilingualism in English and French is considered an asset.

Competencies

Working with FP Canada

Our Commitment to Inclusion and Diversity

Our Commitment to Accessibility

additional information

Salary

• Salary based on experience, ranging from $50,000 to $55,000.

Use of Artificial Intelligence

Application Details

• Applications will be accepted until September 29, 2026.
• We wish to thank all applicants for their interest and advise that only those selected for an interview will be contacted.