Bilingual Client Representative

About Us:

Entertainment Partners is a global organization that has been a trusted production partner to the entertainment industry for over 45 years, helping clients create and produce great shows, choose the best production location, forecast, manage and track expenses, and pay crew and talent. As a global leader in entertainment payroll, production finance and production management solutions, EP delivers integrated, digital solutions to support every phase of production. EP brings together background casting and digital production technology with the Casting Portal, the leading SaaS-based platform that has transformed the way background actors are found, hired, managed and paid, and the iconic and legendary Central Casting.

Entertainment Partners Canada is the lead provider of financial services to the entertainment industry in Canada. We provide financial services to the Motion Picture, Television and Commercial industries along with production management and accounting software services. Entertainment Partners Canada prides itself on being the best in class from a product/services perspective but we are equally proud to have been Great Places to Work certified since 2017, providing an encouraging, accepting, and interesting work experience for all of our valued employees.

Job Summary: 

Under the direction of the Payroll Services Supervisor/Payroll Services Manager, the Client (PWE) Support Representative will be responsible for providing support to the Entertainment industry's production worker employee/crew with successful and timely resolution of Payroll inquires and profile information. The PWE Representative must apply troubleshooting concepts to resolve problems and must understand and execute methods of bringing issues to closure.

Key Duties and Responsibilities:

1. Handle a high volume of Salesforce cases for various production worker employee inquiries. 
2. Maintain accurate and detail log of all phone and e-mail conversations in Salesforce as a CRM tool.   
3. Process updates to Employee's Master file records in compliance with company security & privacy policies. 
4. Answer payroll-related inquiries 
5. Answer Year End Tax Form inquiries. 
6. Provide necessary documentation at the request of the PWE. 
7. Analysis of PWE's records for simple but not complex earnings corrections. 
8. Navigate and multi-task various databases & programs.   
9. Other duties as assigned by the Payroll Services Supervisor/Payroll Services Manager.

Qualifications:

• Bilingual in English and French
• 1-year experience in a clerical / data entry environment
• 1-year customer service experience
• Intermediate computer skills including MS Word, Excel and Outlook
• Ability to work effectively in a fast-paced, deadline-oriented environment
• Ability to work within a team environment.
• Excellent interpersonal, organizational and communication skills
• Ability to listen actively and effectively to understand and build trust with clients 
• Demonstrate customer service orientation with problem solving and diplomacy skills, leveraging the ability to diffuse escalated client situations through high level problem solving 
• Excellent written and verbal communication skills, with ability to deliver information in a clear, professional, and concise manner
• Strong follow up skills to ensure cases are resolved 
• Ability to work independently and proactively with minimal supervision on the issues of expected complexity for your level 
• Ability to collaborate and effectively work with other departments 
• Ability to multi-task as well as handle multiple client issues at a time
• Excellent organizational and time management skills

Working conditions

• This is a full time, temporary position
• The hours of work are 7.5 hours per day, Monday to Friday. Some overtime may be a requirement of this position
• Conditions are normal for an office environment
• Accommodation can be made to allow work from home on occasion 
• Salary: 50,000-55,000 annually 

EP Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. As only short-listed candidates will be contacted, we thank you in advance for your interest in EP