Call Center Customer Service Representative
Company: TELUS International
Location: Las Vegas
Posted on: January 25, 2023
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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
Las Vegas, NV. 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 understandingSpecific
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
assignedRequired 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
equivalentPreferred 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
equipmentTELUS 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 teamworkAt TELUS, we are committed to diversity and
equitable access to employment opportunities based on ability.Job
Type: Full-timeSalary: $15.00 - $16.00 per hourBenefits: 401(k)
401(k) matching Dental insurance Health insurance Paid time off
Vision insuranceShift: 8 hour shift Day shift Night shiftWeekly day
range: Monday to Friday Weekend availabilityWork Location: One
location
Keywords: TELUS International, Las Vegas , Call Center Customer Service Representative, Sales , Las Vegas, Nevada
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