Member Care Agent - French Speaking

iFIT’s vision is to create the world's most holistic health and fitness platform, integrating all elements of health - physical fitness, mental health, nutrition and active recovery - into a seamless interactive experience. We develop proprietary software that learns and adjusts to the habits of each person as it delivers immersive content that guides them on their own individual fitness journey.

We are currently seeking an ambitious pace-setter to join our team as a Member Care Agent, remotely in Canada.

ROLE COMMITMENTS

• Customer Support & Communication – Respond to incoming calls, chats, and emails from customers who have purchased fitness products, providing prompt and professional assistance.
• Issue Resolution & Troubleshooting – Diagnose and resolve both mechanical and technical issues while addressing general product questions and concerns.
• Training & System Proficiency – Support, assist, and train team members on call handling, systems of record, software tools, and product knowledge.
• Performance & Compliance – Consistently meet established KPIs and attendance standards, and successfully complete all required training and certification programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following:

• Agents will assist customers over the phone, through email and chat
• Agent will remain in contact with member to ensure issues are resolved focused on first contact resolution
• Must be able to meet scheduling demands of the job
• Performing other duties as requested

SUPERVISORY RESPONSIBILITIES

• No supervisory responsibilities

Desired Qualifications, Education, and/or Experience

• Job Proficiency – Perform all essential duties and responsibilities to a satisfactory standard.
• Core Competencies – Demonstrate the necessary knowledge, skills, and abilities required for success in the role.
• Inclusivity & Accessibility – Recognize that reasonable accommodations may be provided to support individuals with disabilities.
• Standards of Performance – Uphold consistent quality and professionalism in carrying out all job functions.

EDUCATION and/or EXPERIENCE

• A High School diploma or equivalent
• Excellent people skills
• Excellent working knowledge of iFIT Products, Subscription, Parts, and Policies
• Working knowledge and troubleshooting ability
• Excellent attendance history
• Self-motivated and able to multitask
• Positive and professional attitude
• Grammar and Punctuation efficiency
• Excellent communication skills
• Requires knowledge of networking and internet savvy
• Detail oriented
• 40+ WPM
• Organized and must have excellent follow through
• Must be able to stay on task with minimal to moderate supervision
• Ability to adapt to change
• Ability to read and interpret documents such as: safety rules; operating instructions, maintenance instructions, exploded drawings and technical manuals.
• Fluent in French is required.

MATHEMATICAL SKILLS

• Agents need the ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. Agents also need the ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY

• Agents must have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Also the agents need the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.