Job description

Position Overview:

Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. We obsess over providing world-class experiences to our customers and we’re looking for individuals who are committed to the same goal. We pride ourselves on maintaining a culture based around teamwork, quality, innovation and constant growth and development.

The Customer Service Representative (CSR) position will provide superior customer support and technical support to customers of one of the leading courier delivery services companies in the world. We are seeking bright, articulate, detail-oriented applicants who have a desire to help resolve customer issues and who understand the importance of providing an exceptional experience to customers. The CSR’s main responsibility will be to research and resolve customer inquiries using a variety of software tools in a fun, fast paced contact center environment.

Specific Responsibilities May Include:

• Reply to inbound customer inquiries, issues, or complaints related to:
• all service features
• onboarding or setting up new accounts
• assisting shippers with completing all paperwork associated with shipments
• processing package pickup
• delivery and trace requests
• processing customer claims
• billing inquiries
• technical support inquiries

• Confidently make product and service recommendations tailored to customers’ needs/wants
• Build professional relationships and rapport with customers in order to deliver exceptional customer experiences
• Meet established individual and team performance targets, which include productivity, customer service, quality standards, and any other metrics the business deems necessary
• Contribute to a diverse team within a fast paced and constantly changing environment
• Maintain adequate proficiency in products and platforms supported as well as ensure current knowledge of all new and updated policies and procedures
• Communicate with management, team members, and other teams regarding problems, solutions, and trends
• Have ability and willingness to tend to any other tasks as assigned

Required Experience, Skills & Competencies:

• Minimum two years of 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
• Outstanding active listening and comprehension skills
• Ability to analyze problems/inquiries and research all possible solutions using all available tools
• Ability to evaluate options and provide alternative solutions in the face of pressure and time constraints
• Ability to duplicate complex issues and document findings in detail
• Good retention of data and concepts
• Ability to multitask by listening, typing, speaking and navigating multiple interfaces at the same time
• Ability to make decisions when there is a level of ambiguity
• Excellent grammar, enunciation, pronunciation, syntax, verbal and written skills
• Technical proficiency in web-based software and ability to quickly learn our support platform and product functionality
• Familiarity with mobile apps technology including downloading, accessing, basic troubleshooting, etc.
• Ability to type a minimum of 30 WPM
• Ability to work flexible shifts and sit for long periods of time
• High school diploma/GED
• Successful completion of nationwide criminal background check and drug screen

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.

Job Type: Full-time

Salary: $14.00 - $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• In-person

Work Location: In person

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