Client Service Representative, Small Business (Bilingual EN/FR)

GetHired, Inc.; Cambridge; Hybrid; CAD 44,000 - 48,000; Full time

Benefits offered by this job

Health benefits

Professional development

Volunteer days

Job summary

Payworks, a leading payroll and HR services provider, is hiring for a bilingual Client Service Representative – Small Business. You will manage inbound inquiries, support Canadian clients, and advise on payroll setup and legislation with accuracy and care.

The role offers a hybrid work model with the Cambridge office option and a supportive training program, including potential PCP designation through NPI. Strong English/French communication is essential.

Qualifications

• Bilingual in English and French (written and spoken) is required.
• Excellent customer service skills and experience in customer-facing roles.
• Ability to build and maintain client relationships and communicate effectively.
• Strong problem-solving, data entry accuracy and attention to detail.

Responsibilities

• Build client relationships and provide expert guidance on Payworks products and payroll legislation.
• Handle high volume calls and emails, managing multiple priorities with professionalism.
• Assist clients with company set-ups and payroll data entry, ensuring accuracy.
• Identify opportunities for process improvement to enhance retention and user experience.

Job description

Doing business to business, person to person. Payworks is a leading workforce management solutions provider and multi-year winner of the Canada’s Best Managed Companies program. We are proudly Canadian and committed to developing world-class products and providing a progressive workplace culture where Doing Right by People is our purpose.

With clients of all sizes and more than 700 employees, we currently have an exciting opportunity on our Small Business Service team for the right candidate. Because when it comes to great people, there’s always room for one more.

Salary range: $44,000 - $48,000

DOING RIGHT BY PEOPLE – IT’S WHAT WE DO

As part of the Small Business Service team, the Client Service Representative will use their communication, attention to detail and problem-solving abilities to create an exceptional service experience for Payworks clients. You will collaborate with organizations across Canada, helping them to effectively manage their payroll using the Payworks product and ensure their employees are paid accurately and on time. The successful candidate will be fully bilingual, empathetic, dynamic and energetic, and will effectively manage client expectations while promoting a high level of care and support to clients in both French and English. If you thrive in a fast-paced environment and love helping to build strong client relationships, please read on!

WHY YOU SHOULD CHOOSE PAYWORKS

• Comprehensive employer paid benefits, including a Health Spending Account, for you and your family and excellent pension plan with employer contributions.
• Plenty of professional development opportunities.
• Community-minded culture – Receive two paid days per year to volunteer and lots of opportunity to "Pay it Forward".
• Time and flexibility to meet your needs – Hybrid work model with flexible work options, plus 3 weeks vacation to start, flex time and parental leave benefits.
• Cool perks – Annual Lifestyle Spending Account, fun office environment and events, and more!

PROVIDE AN EXCEPTIONAL CLIENT EXPERIENCE – IT’S WHAT YOU’LL DO

• Build client relationships – Payworks takes pride in delivering superior client service to businesses across Canada. You will be a trusted advisor to Small Business clients from coast to coast, providing expert guidance on the Payworks product as well as payroll legislation to help them succeed. With a focus on long-term relationship building, you will uncover client needs using effective probing techniques, active listening and communication skills.
• Work with a team – You will assume full responsibility and ownership of incoming calls and emails from clients, balancing multiple priorities smoothly and professionally. You will be the first point of contact for many clients, handling a high volume of phone interactions with confidence and efficiency. With full support from your leader and colleagues, you will collaborate in a fast paced, dynamic and fun environment to exceed client expectations.
• Make great products even bette r – Your keen attention to detail will be needed as you support clients in making changes to company set-ups and inputting client payroll data with precision and accuracy. You will also identify, recommend or refer opportunities for improvement which arise from client queries to the appropriate internal teams, optimizing our client retention and user experience.
• Enhance your career – We are committed to providing opportunities for personal growth and development that encourage our people to excel and make a real difference throughout their career journey. We will provide a solid training experience to set you up for success, including the option to gain your Payroll Compliance Professional (PCP) designation through Payworks’ close partnership with the National Payroll Institute (NPI)!

WHAT YOU’LL NEED TO SUCCEED

• Full professional proficiency in English and French (spoken and written) and the ability to communicate effectively and confidently in both languages, including over the phone and in writing.
• Exceptional customer service skills and experience in customer-facing roles, with preference for experience connecting with clients on the phone and via email.
• Ability to establish and maintain effective relationships with customers.
• Excellent verbal and written communication skills.
• Strong team building skills and the desire to achieve shared goals.
• A commitment to quality and investing in results that add value and drive the business.
• Excellent problem solving skills and the ability to demonstrate resourcefulness in the use of available tools and support.
• Ability to use analytical and organizational skills to meet changing priorities and prioritize workload to achieve on time accurate results.
• Strong technical skills with strong working knowledge of Microsoft Office programs including Outlook, Word and Excel and experience using web based applications.
• Access to reliable transportation (in any format - the Payworks office in Etobicoke has free parking and is accessible by the TTC!).
• PCP Certification or related studies, or equivalent combination of education and experience, would be considered an asset.
• Knowledge of payroll processes would be considered an asset.
• Experience using workforce management platforms would be considered an asset.

We are proud to support a Flexible Work Plan that recognizes the diverse needs and lifestyles of our people. The Client Service Representative, Small Business (Bilingual EN/FR) has the option to work fully from the Payworks office in Cambridge or on a hybrid work model, working in the office at least three (3) days a week.

Payworks is committed to providing an inclusive, accessible environment, and collaborating with employees, clients and guests to identify and effectively remove barriers, in a manner that respects the principles of independence, dignity, integration, reasonable accommodation and equal opportunity. Payworks welcomes and encourages applications from all persons. Individuals applying for employment with Payworks may request accommodations at all stages of recruitment and employment from Human Resources.

Employees at Payworks’ come from different backgrounds, and we celebrate those differences. We are looking for the best candidate for this opportunity, but do not expect applicants to meet every qualification in order to be considered.

We may use AI-assisted tools for organization, sorting, and workflow management - however, we pride ourselves on a high-touch, human-centered process.

This posting is for an existing vacancy within our team.