Position Overview:
Our Client Care Representatives are first responders to client requests received over phone and chat. Taking care of clients involves having conversations and carrying out assessments to determine suitability for short-term counselling referrals and delivering practical support in a wide range of situations.
Note: This position is fully remote. All candidates must be able to meet all work from home requirements listed below.
Specific Responsibilities May Include:
- First responders to client requests received via inbound calls and chat
- Special handling of client requests as dictated by contractual obligations
- Consulting with members of other Care Access Centre teams regarding client needs
- Working with direct leader on special projects and assignments
- Managing and responding to emails from various internal and external clients
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism
- Other administrative tasks as required
Required Experience, Skills & Competencies:
- 2+ years of interactive Customer Service Experience
- Fluent (read, write and speak) in both English and French or English and Cantonese/Mandarin (requirement based on current bilingual opportunities)
- Passionate about helping others, able to provide empathy when necessary
- Excellent customer service skills with strong written and verbal communication skills
- Ability to cope with a high volume of incoming calls and chats
- Works well under pressure
- Enjoys working towards targets around call volumes and call quality
- Empathetic and able to support clients who may be in distress and the ability to triage crisis situations to our clinical team
- Technical savvy
- Ability to cope well and embrace change
- Ability to pass a criminal background check which may consist of federal fingerprinting
- The flexibility to work any shift assigned between the hours of operations of 24 hours per day 7 days per week. Shifts will be 8 hours per day 5 days per week, so weekend and evening availability is required.
Preferred Experience, Skills, & Competencies:
- A bachelor’s degree, college diploma or equivalent post-secondary education in a subject such as Psychology strongly preferred (or similar work experience)
- Previous experience in dealing with distressed or vulnerable clients in an Employee Assistance capacity.
- Previous experience in working in a service centre / call centre environment.
Work-From-Home Requirements:
- Dedicated, private home workspace free of distractions and interruptions
- Established home internet connectivity; minimum internet download speed of 100 mbps | upload speed of 50 mbps
- Understand own network environment at home
- Ability to troubleshoot own devices & connectivity
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
Pay: $39,994.50 per year
Benefits:
Work Location: Remote
