Position Overview:

The Customer Service (CSR) role provides world-class customer service and sales support to customers through a variety of support channels in a contact center environment. CSRs are expected to understand user needs and assist with general inquiries, product support, service recommendation, and basic technical issues via multiple contact channels (phone/email/chat). They provide excellent customer service through active listening and aims to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding

Note: This position is fully onsite. 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.

Specific Responsibilities May Include:

• Ensure excellent customer satisfaction and excellent customer service skills are delivered

• Assist users with general inquiries, product support, service recommendation, and basic technical issues in a diverse technology environment (via phone/email/chat)

• Respond appropriately to customer escalations

• Work with other frontline team members to resolve or properly close help tickets

• Manage an individual ticket queue

• Follow the directions of management and provide feedback

• Be capable of developing a good understanding of customer’s needs and how to diagnose and fix their issues

• Demonstrate interpersonal skills and is able to provide empathy for customer’s situation

• Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays)

• Work with confidential business and Customer information and treat it sensitively in line with regulatory and compliance policies

• Take Team Leader’s direction on areas of improvement and drives to meet team success goals

• Have the ability and willingness to tend to any other tasks as assigned

Required Experience, Skills & Competencies:

• 1-2 years of interactive customer service experience providing customer issue resolution

• Minimum typing speed of 30 WPM with excellent spelling and grammar

• Experience troubleshooting own personal devices; i.e. cell phone, computer, wifi connectivity, etc.

• Very customer service focused, able to deal with customers in a friendly and polite manner

• Passionate about customer service with the ability to explain complex tasks in a simplified way

• 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

• Resourceful in finding answers using available tools, best practices and creative thinking

• Strong analytical, problem-solving, and troubleshooting skills

• An effective team player who can also work independently

• Comfortable working in a fast-paced environment and able to adapt to change efficiently

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

• Excellent written and spoken English language communication skills 

• Robust multi-tasking skills (e.g., able to log calls and interact with the customer simultaneously)

• High professional standards and the 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. Training schedule: Monday - Friday between 8:00 am to 6:00 pm PST up to 6 weeks (subject to change based on business needs)

• High school diploma or equivalent

Preferred Experience, Skills, & Competencies:

• Professional experience in a previous technical support roles a plus

• Wireless telecommunication industry experience a plus

• Google product knowledge & experience

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.