Contact Center Excellence Specialist

Job Description:
Job Summary
Some people just get it. They don’t see conversations as transactions. They see them as opportunities to solve a problem, to ease stress, to create clarity, and to make someone’s day.
At Member Solutions, our Contact Center is the human touch in an increasingly digital world. We’re looking for someone who thrives on delivering that experience and who also wants to help shape what the Contact Center of the future looks like.
The passion for this role and the base for success is the ability to live and breathe the contact center experience every day. That means handling calls, emails, texts, and other interactions with confidence, empathy, and consistency. From that foundation, you will help us move forward by spotting opportunities to streamline how we work, introducing automation and AI where it makes sense, and sharing knowledge with the team. As a mentor, you will coach others on new tools and processes, helping to raise the bar across the team.
This is a role for someone who loves both the work itself and the opportunity to improve it. It is demanding, but the opportunity to grow and to make a difference is even bigger.
Key Responsibilities
Contact Center Excellence (20%+)
Handle inbound and outbound interactions across phone, email, text, and mail.
Support clients and members with billing, account, and service needs.
Document interactions accurately, process transactions, and follow up promptly.
Model professionalism, empathy, and consistency in every conversation.
Process Improvement and Innovation (70%)
Be a change-maker in the contact center by looking beyond today’s way of working and imagining what tomorrow could look like.
Spot inefficiencies and turn them into opportunities for smarter workflows.
Bring fresh ideas for automation, AI tools, and streamlined processes that help the team spend less time on repetitive tasks and more time serving clients.
Work side-by-side with leadership, Product, and Operations to bring these ideas to life, moving them from concept to reality.
Build resources like self-service tools and knowledge base articles that empower both clients and team members.
Measure the impact of your improvements and share wins across the organization.
Coaching and Mentorship (10%)
Help the team adopt new tools, processes, and workflows by sharing knowledge and showing what “good” looks like.
Provide feedback and support to peers so that improvements don’t just launch, they stick.
Contribute to onboarding and training so new team members learn the right habits from day one.
Reinforce a culture of accountability and continuous improvement by modeling high standards in your own work.
Business Unit:
Member Solutions - Canada
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Temporary (Fixed Term)
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.