Position Overview:

Our Customer Support Representatives (CSR) play a crucial role in supporting one of the world's leading tax preparation services. In this dynamic position, CSRs are the go-to expert for customers seeking guidance on tax preparation products and services. Whether it's through phone calls, emails, or chat interactions, they tackle a diverse range of tax-related inquiries with confidence and precision. Utilizing provided knowledge bases, tools, and resources, CSRs provide comprehensive support across multiple service lines

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:

• Provide advanced client support by communicating via phone, email or chat with external clients requiring assistance with tax-related products and services

• Handle routine tax questions and issues using provided knowledge bases and support tools

• Process and escalate client complaints according to established protocols

• Schedule tax preparation appointments and assist with digital scheduling platforms

• Support clients with office locations and general tax office information

• Track and communicate tax refund status information to clients

• Assist with online account management, including troubleshooting login issues and digital platform navigation

• Support identity protection services and address tax identity theft concerns

• Guide clients through tax preparation course enrollment and learning platform navigation

• Provide technical support for various tax-related software and digital tools

• Manage and track customer inquiries through appropriate systems and protocols

• Identify and escalate complex issues following established procedures, and partner with internal teams for issue resolution when needed

• Maintain current knowledge of tax-related products and services

Required Experience, Skills & Competencies:

• 1+ years of professional working experience in one or more of the following fields; interactive customer service, technical support, travel/hospitality services, tax or financial services, healthcare or administrative operations. 

• 6+ months of previous call center experience preferred

• High school diploma or equivalent

• Fluent in English (read, write, and speak at C1 level or higher) and if required for bilingual roles, fluent in both English (C1) and Spanish (B2)

• Strong Communication skills with:

• Excellent verbal, written, and interpersonal communication skills

• Ability to communicate clearly with simplicity, with a proper dose of empathy

• Ability to display those communication skills through multiple channels of support (phone, email, and chat)

• Professional phone demeanor with effective use of active listening skills and ability to communicate clearly with simplicity and empathy

• Excellent customer service skills, with the ability to:

• Build rapport and understand customer needs through appropriate probing questions in order to gain agreement and problem solve effectively

• Maintain empathy, composure, and a pleasant tone throughout every interaction

• Effectively problem solve with resilience and tenacity during challenging customer interactions while maintaining company standards and policies

• Technically proficient with: 

• Ability to learn, understand, and retain technical information quickly

• Knowledge of Microsoft Windows, Safari, and mobile phone apps

• Ability to navigate web-based applications

• Ability to clearly communicate technical information to a non-technical audience

• Skilled at researching using internal knowledge bases and public-facing documentation

• Strong time management skills with ability to manage multiple tasks while maintaining attention to detail

• Proven success in complex work environments while utilizing multiple tools across different channels

• Ability to work in a fast-paced environment and quickly adapt to change

• Strong punctuality, dependability, and work ethic showcasing professionalism

• Self-motivated with passion for meeting and exceeding personal performance targets

• Adept at multi-tasking, particularly in navigating multiple computer systems and tasks concurrently

• Maintains professional demeanor while working under pressure

• Receptive to feedback and constructive criticism

• Minimum typing speed of 35 WPM with excellent spelling and grammar

• 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)

• Must successfully complete a background check and employment verification

Preferred Experience, Skills, & Competencies:

• Any College degree or certificate

• 6+ months of previous call center experience

• One or more (1+) year(s) of specific experience in Technical (FTS) or Financial (FS)

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.