Client Services Coordinator, Bilingual

Centah Inc.; Toronto; Hybrid; CAD 55,000 - 60,000; Full time

Benefits offered by this job

Hybrid workplace

RRSP Matching

Medical, dental & vision

Job summary

Centah Inc., a Toronto-based SaaS company, is seeking a customer-focused professional to manage back-end operations and system updates. You’ll coordinate with multiple teams, onboard users, and help optimize processes to maintain 95% SLAs. Fluency in French and English is required, with strong communication and collaboration skills.

The role offers a hybrid work arrangement in Toronto, with competitive base salary and a 20% annual bonus, plus benefits and development opportunities.

Qualifications

• 2+ years of customer service experience, ideally in a technical environment with multiple systems.
• Bilingual fluency in French and English is required.
• Proficiency with Microsoft 365 or Google Workspace.
• Strong communication and collaboration skills.

Responsibilities

• Intake and manage service requests submitted by system users.
• Provide concierge administrative support.
• Execute onboarding activities and deliver training for the systems users.
• Develop business process documentation.
• Contribute to department optimization and process improvement initiatives.
• Assist with user account management (onboarding/offboarding).
• Maintain SLAs at 95%.
• Back-up Contact Centre Agent responsibilities as required.

Skills

Customer service experience

Bilingual English-French

Strong communication

Collaborative teamwork

Analytical thinking

Tools

Microsoft Office

Google Workspace

Job description

Who we are:

We're a Toronto-based SaaS company with over 15 years of experience helping businesses establish, maintain, and optimize their home service programs. We specialize in enterprise-scale lead management software designed specifically for the home services industry, built to handle the complexity and volume that large operations demand.

Who we are:

We're a Toronto-based SaaS company with over 15 years of experience helping businesses establish, maintain, and optimize their home service programs. We specialize in enterprise-scale lead management software designed specifically for the home services industry, built to handle the complexity and volume that large operations demand.

Centah Flint, our field lead capture app, lets teams capture leads and book appointments on the spot from real-time availability, and our North American Contact Center supports clients across the United States and Canada. We're more than a software provider - we're an end-to-end partner to make your home service program run smarter and more efficiently.

About the role:

We are a team responsible for making our Client's operation efficient and easy. If you like to help people, you are responsible by nature, enjoy problem solving and are a team player who has a great attitude, this is a job for you.

Your role will be to take care of all the back-end processes and systems to ensure a smooth operation. You will be in charge of updating/configuring the different systems and keeping all the parties involved in the operation informed so they can complete their own processes with the information you provide. In addition, you will suggest ways to improve the operation.

What you'll be doing:

• Intake and manage service requests submitted by system users.
• Provide concierge administrative support
• Execute onboarding activities and deliver training for the systems users.
• Develop business process documentation
• Contribute to the department optimization and business process improvement initiatives.
• Assist with user account management activities (e.g., onboarding and offboarding of employees)
• Contribute to maintaining SLAs at 95%
• Execute back-up Contact Centre Agent responsibilities, as required

Who you are:

• Strong communication skills; able to speak with a variety of stakeholders with confidence, adjusting message and delivery to meet the relevant audience
• Possesses a highly collaborative working style and demonstrated experience excelling in a cross-functional role
• Positively contribute to our company culture: embrace and embody our core values, promote a culture of inclusivity and belonging and celebrate wins together

Requirements

• 2+ years of customer service experience, ideally in a technical environment involving multiple systems
• Bilingual fluency in French and English is required
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) or Google Workspace (Docs, Sheets, Slides)
• A proactive and persistent approach to challenges, with the drive to help the company achieve its goals
• Ability to address issues with a sense of urgency and prioritize tasks effectively
• Dedication to producing high-quality work that aligns with the organization's standards
• Capacity for analytical thinking, sound judgment, and the ability to make decisions considering various levels of risk and complexity
• A commitment to delivering exceptional service to both internal and external clients

Benefits

Winner of Canada's Most Admired Corporate Cultures, twice. We offer more than just the basics, take advantage of:

• An award-winning culture with a collaborative & inclusive team
• Competitive pay and performance-based bonus:
  • Annual Base Salary: $55,000 - $60,000
  • Annual Bonus: 20%
• Committed to flexible work arrangements, offering hybrid workplace options
• Comprehensive medical, dental and vision coverage + Lifestyle Account
• RRSP Matching and Parental Leave Top UP Program
• In office massage, meditation & workout sessions
• Virtual events such as Lunch & Learns, company parties, fun team activities and charity initiatives
• Career learning and development programs

Centah is an equal opportunity employer. We celebrate diverse backgrounds and perspectives because we know they make our team stronger and our product better. We hire based on talent, potential, and culture add - no matter your background, identity, or life experience, you are welcome here.

We may use AI to support our hiring process. While these tools assist our team, applications are ultimately reviewed and assessed by our recruiters. If you require accommodation at any stage of the recruitment process, please let our People Success team know. Please note that this posting is for an existing vacancy, and all employment offers are contingent upon a successful background and credit check, among other verifications.