Member Care Coordinator

We're the Canadian Health Food Association, aka CHFA.

Passionate about natural health and wellness? We are too. So much so that we are Canada's largest trade association dedicated to natural health and organic products, and we're on the hunt for a Member Care Coordinator.

POSITION: Member Care Coordinator
REPORTS TO: Director, Member Care;
DIRECT/INDIRECT REPORTS: None

Position Profile

The Member Care Coordinator is a hands-on role, and vital to the success of CHFA. You play an important part in new member applications as you assist existing members with enquiries, renewals, education and benefits and keep their information organized. The care you take in your role is invaluable to our members and directly impacts their experience. Your work ensures member satisfaction and retention as well as supporting the attraction of new members.

To be successful in this role, you will:

  • Be experienced in an administrative role, excelling in organization and project planning, skilled in Microsoft Office, particularly Excel and able to pick up other necessary tools and software easily;
  • Be a professional. You have excellent interpersonal skills, patience, tact and diplomacy, allowing you to work well in a team, to build successful working relationships both internally and with clients (by phone and in person);
  • Display exceptional customer service skills, assuring customer satisfaction even under pressure and always providing fast, accurate CHFA membership information to new and potential members. With your can-do attitude you will always strive to do the most for your internal team and external customers;
  • Understand the importance of the data you work with, paying attention to accuracy, ensuring timely entry, and protecting any confidential data;
  • Have working language skills in both English and French, or are willing to learn French to support our French speaking members;
  • Be able to travel for industry and partner events (2%)

Accountabilities

  • Manage the CHFA member database including inputting data, updating records, assisting with membership renewals, producing and, when appropriate, analyzing membership reports
  • Ensure the ongoing maintenance of the membership database;
  • Provide careful administration as directed, for example, the processing of approved membership applications, administering in-house surveys, etc.;
  • Coordinate registration for all CHFA events;
  • Assist in the development and execution the CHFA webinar program;
  • Support and administer CHFA education programs as directed
  • Actively conduct outbound calls to existing member base to drive loyalty, programs and retention;
  • Ensure excellent support to CHFA members;
  • Assume responsibility for the knowledge of member services, member benefits and available campaign promotional offerings, making sure not to dispense inaccurate information;
  • Understand the importance of customer care and supporting customer care initiatives, pitching in as required or directed;
  • Provide support to the Director, Member Care and handle additional projects and tasks, as assigned.

Note: This job description may be changed at any time to include new responsibilities and tasks, or change existing ones as management deems necessary

Our Hiring Practices

As a member-based association, it's the people who matter the most to us - our team is no exception.

At CHFA, you'll find a group of passionate people who have a strong belief in our mission to help Canadians live healthier lives, naturally. Delivering on this promise means supporting and encouraging inclusion and diversity amongst our team and our members.

CHFA is an equal opportunity employer and takes an inclusive and equitable approach to our interview and hiring processes. We welcome people of all backgrounds to apply.

Contract length: 18 months

Job Types: Full-time, Contract

COVID-19 considerations:
We are currently working from home and have been since March 16, 2020.