Customer Service Representative

Job Title: Client Service Representative

Department: Client Services

Reports To: Client Services Manager

Location: Montreal, QC. – While role will be mostly remote, there will be periodic in person- team meetings held in Montreal

Job Type: Full Time- 40 hours per week-10:30 am to 6:30 pm eastern Monday to Friday

Salary: CAD $50,000 - $53,000 annually dependant on experience and education.

We are seeking a highly motivated and customer-focused Client Service Representative (CSR) to join our team in this new position.

The CSR will act as the primary point of contact for clients, ensuring their needs are addressed with professionalism, accuracy, and a consistently high standard of service. Additionally, the CSR will play a key role in building and maintaining strong client relationships, as well as ensuring the satisfaction and continued loyalty of clients.

The ideal candidate is an excellent communicator and proactive problem solver who takes initiative and approaches challenges with confidence. The CSR should be highly adaptable and thrive in a remote work environment, with the ability to manage their own schedule, prioritize tasks effectively, and remain productive with minimal supervision. Strong self‑discipline, reliability, and the ability to quickly adjust to changing needs are essential for success in this role.

• Act as the first point of contact for client inquiries, both internal and external, via phone, email, or live chat
• Provide timely, accurate, and effective solutions to client questions, issues, or concerns in line with company standards.
• Deliver a high standard of client care in line with SWP’s client service expectations.

• Document client interactions thoroughly and accurately in the Customer Relationship Management (CRM) system.
• Assist clients in understanding company products/services and guide them through processes or transactions.
• Identify opportunities to cross‑sell additional services or products based on client needs.

• Investigate and resolve client complaints or issues promptly and professionally.
• Collaborate with internal teams (Sales, Billing, Operations, etc.) to ensure a seamless client experience.
• Escalate complex problems to the appropriate department or manager as needed.

• Document client interactions, feedback, and resolutions accurately and thoroughly.
• Follow company procedures and service level agreements for response times and case resolution.
• Continuously seek improvements in workflows and suggest enhancements to increase efficiency.

• High school diploma or GED required, college or bachelor’s degree preferred
• Three (3) years of experience in a customer service, client relations, or call center role
• Experience using customer relationship management (CRM) software is preferred
• Excellent verbal and written communication skills
• Strong interpersonal skills with a client‑first attitude
• Problem‑solving mindset with the ability to remain calm under pressure
• Detail‑oriented with strong organizational and time‑management abilities
• Self‑motivation, initiative and ability to learn quickly
• Demonstrated ability to work both independently and as a team player
• Technologically proficient with Microsoft Office; comfortable with email, chat platforms, and data entry systems
• Work from home majority of the time, with bi‑weekly in‑person team meetings to attend with the entire team in the Montreal area.

• Profit Sharing Plan
• Group Health Insurance
• Vacation
• Paid time off for public holidays
• Training and professional development opportunities

Please note only applicants located in Montreal and surrounding area will be considered and contacted as there are requirements to attend in-person meetings bi-weekly.