Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline team members. And yes, we offer competitive salaries and benefits. But even better – it’s our caring culture that defines who we are and why you’ll want to become part of our family. TELUS International, Inc operates in 24 different countries, including the US, with over 70,000 team members.
Location of Work:
Note: This position is a fully remote, temporary position. The duration of this temporary assignment is unknown at this time and the assignment could end without prior notice and at any point in time. All candidates must meet the work-from-home requirements outlined in this job description and be able to commit to the temporary terms of this position.
This position requires candidates to be located in any city within the following locations;
The temporary Client Services Representative (CSR) position is responsible for ensuring pleasant and seamless client experiences via inbound calls, and if applicable, chat and email where they will provide product and service support to customers.
CSRs will learn how to fully conduct research in order to be able to identify the best course of action in resolving all customer inquiries including but not limited to benefits being offered to them by their employer and assisting these participants with enrolling in these employer benefits.
CSRs represent and protect the brand, ensuring each Customer connection is professional and accurate. They provide excellent customer service through active listening and aim to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding.
Answer incoming calls from members to resolve issues, answer product inquiries and program questions, handle complaints, troubleshoot problems and provide information that demonstrates knowledge of products and services provided by the client, inclusive of benefit plan options.
Utilize judgment and available resources in order to offer reasonable solutions and alternatives that stay within company guidelines and manage risk exposure
Tactically support member relationship by providing further insights into specific offerings as it relates to the client product and services
Complete after call support functions which include the processing of forms and applications, call disposition and resolution reports/logs as well as required clerical processes and interfacing with other departments
Identify customer trends and escalate to the appropriate channels per client and company policies
Provide one-call resolutions to customer situations in the attempt to prevent repeat calls
Deliver the brand promise every day
Required Experience, Skills & Competencies:
2+ years of interactive customer service experience providing customer issue resolution
Fluent in English (read, write and speak) and if required for bilingual roles, fluent in both English and French
Strong computer navigation skills with the ability to use multiple platforms simultaneously
Minimum typing speed of 30 WPM with excellent spelling and grammar
Very customer service focused, able to interact with customers in a friendly and polite manner
Passionate about customer service and being an advocate for our customers, showcasing empathy and understanding of stressful situations
Strong ability to analyze data, make difficult decisions, and solve complex problems
Strong critical thinking skills with the ability to ask investigative questions and conduct further research when warranted
An effective team player who can also work independently
Comfortable working in a fast-paced environment and able to adapt to change efficiently
Proven ability to deal with problems and solve them effectively
Excellent written and spoken communication skills
Robust multi-tasking skills (e.g., able to log calls, navigate multiple systems and interact with the customer simultaneously)
Professional phone demeanor
Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: Monday - Friday 8:00 am to 10:00 pm EST / 7:00 am to 9:00 pm CST / 5:00 am to 7:00 pm PST which would also include training timeframes (all hours are subject to change based on business needs). Please note that Saturday and Sunday shifts may be added based on business needs and volume.
High school diploma or equivalent
Preferred Experience, Skills & Competencies:
Associates Degree or higher education
Previous remote work experience
Previous call center, health insurance, and/or benefits experience
Dedicated, private home workspace free of distractions and interruptions
Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps
Understand own network environment at home
Ability to troubleshoot own devices & connectivity
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
We passionately put our customers and communities first
We embrace changes and innovate courageously
We grow together through spirited teamwork
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Salary: $41,008.50 ($21.03 CAD p/h)
TELUS International will never ask for any monetary deposit, credit card information, or bank account information to complete a job application. Our recruitment and sourcing teams only use email addresses that end with telusinternational.com or telusinternational.ai when emailing candidates. If you are unsure as to whether a job offer is legitimate or suspect that TELUS International's business name is being used for recruitment fraud, please report this immediately to our Talent Acquisition Team at [email protected].