Client Support Representative

4 days ago

Toronto, Canada Entertainment Partners Full time

EP Canada is Great Place to Work® Certified and is a leading payroll service provider for the Entertainment, TV and Motion Picture industry. Join the team that helps to power OSCAR®-winning films, Emmy®-winning shows, and CLIO-winning commercials. At EP Canada, our values are at the core of everything we do. Customer satisfaction comes first, and we are proud of our commitment to excellence, which allows us to efficiently deliver quality services and products to our customers.

**Key Duties and Responsibilities**:

- Handle client inquiries or complaints by providing solutions, often within a time limit to ensure the customer is satisfied;
- Learn to identify customer needs or desires in order to recommend the appropriate solution;
- Use various internal systems to respond to client document requests such as tax slips, earnings reports and earning letters;
- Locate and generate reports required to respond to client inquiries;
- Independently assign the items to yourself for investigation and inquiry and closing requests in the internal system when complete;
- Monitor and resolve client escalations in a timely manner;
- Leverage your teammates to tackle complex client inquiries and always adhere to policies and procedures;
- Complete work accurately, promptly and fully from beginning to end;
- Correspond in a professional manner;
- Adhere to any client service level agreements in place
- Provide support to other members of the payroll team and/or assists with additional tasks or special projects as required

**Qualifications**:Essential**:

- Six ( 6) months experience in a clerical environment;
- Successful track record in providing world-class Customer Service / Support
- Unrivaled passion for being a customer advocate and for providing the best user experience in adopting new technology
- Excellent verbal and written communication skills
- Ability to solve problems logically and critically
- An understanding and working knowledge of the internet
- Effective time management and organizational skills
- Proven ability to learn new software quickly
- Ability to work effectively in a fast-paced, deadline-oriented environment;
- Ability to work independently with mínimal supervision, detail orientated, and is proactive in their problem solving approach;
- Excellent interpersonal, organizational, time management and communication skills;
- Detail orientated with a proactive mindset
- Ability to demonstrate integrity, credibility, confidentiality and responsibility in all client interactions;
- Strongly identify with our brand and team culture
- Understands that health and safety is everyone’s responsibility
- Ability to work within a team environment and willing to assist other staff as required

**Desired**:

- Basic knowledge of Salesforce preferred;
**Hours of Work**
The hours of work are 7.5 hours per day, Monday to Friday. Some overtime may be a requirement of this position.

**Working Conditions**:

- Conditions are normal for an office environment
- Accommodation will be made to allow work from home on occasion

**What We Offer**:

- Supportive teamwork focused environment
- Collaborative entrepreneurial spirit
- 77% score on Great Place to Work® Survey 2021
- Opportunities to give back to the communities and work through events focused on a variety of charities
- Ongoing social events throughout the year
- Training programs to set our employees up for success
- Healthy culture, Awesome team, Deep/rich industry experience, skills and knowledge
- Ability to learn, grow and achieve career objectives
- Hybrid work remote employer

**COVID-19 considerations**:
EP Canada is following all COVID-19 precautions and guidelines as instructed. The offices have a clear COVID-19 Return To Office policy including a temperature check-in process, PPE provided and spaced out working spaces

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