Job description

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 agents. 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.

Location of Work:

This position will require all team members to work on site. Our site is ran in accordance with health and safety recommendations from local government and our organization. The contact center is located in North Charleston, SC. All team members must be able to commute to and from site for all scheduled shifts which also includes during training.

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

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 35 WPM with excellent spelling and grammar
• Very customer service focused, able to deal with customers in a friendly and polite manner
• Passionate about customer service and being an advocate for our customers
• 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
• Proven ability to deal with problems and solve them effectively
• Excellent written and spoken English language communication skills with ability to communicate technical issues in non-technical terms
• Robust multi-tasking skills (e.g., able to log calls and interact with the customer simultaneously)
• 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:

• Previous contact center experience providing omnichannel support
• Previous experience working in the TV streaming industry or similar industry
• Knowledge of TV and interactive media technology, terminology and equipment

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: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Night shift
• Weekend availability

Work Location: One location

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