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Customer Service Representative

Allgemeine Angaben

Ref Number

Req_00122197

Standort

US - NV - LasVegas - Decatur

Land

Vereinigten Staaten von Amerika

Job Kategorien

Business Process Outsourcing

Work Style

On Site

Salary range

$15.00

Jobbeschreibung

Specific Responsibilities May Include:

  • Provide customers with outstanding service in all stages of their experience from website navigation and account settings to product selection and support

  • Maintain a high level of confidentiality and ensure compliance with company policies and external regulations

  • Analyze, distill, and distribute feedback to team leaders and team located at Mountain View Headquarters to continually improve the customer experience

  • Ongoing focus on improving support processes to increase efficiency and allow the team to maintain a high level of support as the customer base grows

  • Other ad hoc duties as assigned by leadership



Required Experience, Skills & Competencies:

  • Basic computer knowledge

  • Previous interactive customer service experience

  • Strong customer service orientation with an upbeat, people-minded personality and a willingness to go above and beyond for every customer

  • Emotional Intelligence

    • Impeccable rapport building

    • Able to identify customer’s tone and mood and adjust conversation to meet and engage the customer

    • Detailed oriented with the ability to identify small cues during CX interactions in order to drive the conversation

    • Empathetic and sympathetic

  • Genuine passion and innate desire to learn more about personal genetics and biology in order to better assist customers

  • Ability to effectively communicate concepts to individuals with a wide range of experience using computers and limited scientific understanding

  • Excellent grammar, enunciation, pronunciation, syntax, verbal and written skills

  • Comfort with working both independently and as part of a collaborative team

  • Resourceful in finding answers using available tools, best practices, and creative thinking  to provide the best solution

  • Have resilience and tenacity to overcome negative interactions and effectively problem solve

  • Technical savvy and ability to quickly learn our support platform and product functionality

  • Ability to multitask and prioritize workload among conflicting demands

  • Strong analytical and critical thinking skills

  • Highly developed sense of integrity and commitment to customer satisfaction

  • A pleasant, patient and friendly attitude

  • Possess a strong work ethic and team player mentality

  • Professionalism and ability to work with diverse personalities

  • Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 24 hours per day | 7 days a week (subject to change based on business needs)

  • High school diploma or equivalent



TELUS Values:


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.   


Zusätzliche Stellenbeschreibung

Do you have a passion for delivering excellent customer support and an interest in learning more about personal genetics? If so, a role in customer care at TELUS may be the perfect fit for you. We are hiring Customer Service Representatives (CSR) for our client, a leading consumer genetics and research company offering customers genetic DNA testing for health and ancestry. You’ll have the opportunity to learn about our business and the personal genetics industry while interacting directly with customers as part of a motivated and collaborative team. You should be a naturally curious problem solver with the ability to communicate effectively with diverse audiences. 


The CSR’s main responsibility will be to research and resolve customer questions, while also creating an exciting, personalized customer experience. Direct support is primarily via Email and telephone; Chat and Social Media are also used. 


Note: This position is not a remote/work-from-home position. All team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period.

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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