Temp Bilingual Call Center Representative (Remote)

Allgemeine Angaben

Standort

CA - Home Office

Land

Kanada

Job Kategorien

Business Process Outsourcing

Work Style

Remote

Jobbeschreibung

Location of Work :

Note : This position is a fully remote, temporary position. The duration of this temporary assignment is unknown at this time and the assignment could end without prior notice and at any point in time.

All candidates must meet the work-from-home requirements outlined in this job description and be able to commit to the temporary terms of this position.

This position requires candidates to be located within one of the following locations;

Canada

United States : Alabama, Florida, Georgia, Iowa, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Nebraska, Nevada, North Carolina, North Dakota, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, or West Virginia

Position Overview :

The temporary Client Services Representative (CSR) position is responsible for ensuring pleasant and seamless client experiences via inbound calls, and if applicable, chat and email where they will provide product and service support to customers.

CSRs will learn how to fully conduct research in order to be able to identify the best course of action in resolving all customer inquiries including but not limited to benefits being offered to them by their employer and assisting these participants with enrolling in these employer benefits.

CSRs represent and protect the brand, ensuring each Customer connection is professional and accurate. They provide excellent customer service through active listening and aim to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding.

Answer incoming calls from members to resolve issues, answer product inquiries and program questions, handle complaints, troubleshoot problems and provide information that demonstrates knowledge of products and services provided by the client, inclusive of benefit plan options.

Utilize judgment and available resources in order to offer reasonable solutions and alternatives that stay within company guidelines and manage risk exposure

Tactically support member relationship by providing further insights into specific offerings as it relates to the client product and services

Complete after call support functions which include the processing of forms and applications, call disposition and resolution reports / logs as well as required clerical processes and interfacing with other departments

Identify customer trends and escalate to the appropriate channels per client and company policies

Provide one-call resolutions to customer situations in the attempt to prevent repeat calls

Deliver the brand promise every day

Required Experience, Skills & Competencies :

2+ years of interactive customer service experience providing customer issue resolution

Fluent in English (read, write and speak) and if required for bilingual roles, fluent in both English and French

Strong computer navigation skills with the ability to use multiple platforms simultaneously

Minimum typing speed of 30 WPM with excellent spelling and grammar

Very customer service focused, able to interact with customers in a friendly and polite manner

Passionate about customer service and being an advocate for our customers, showcasing empathy and understanding of stressful situations

Strong ability to analyze data, make difficult decisions, and solve complex problems

Strong critical thinking skills with the ability to ask investigative questions and conduct further research when warranted

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 communication skills

Robust multi-tasking skills (e.g., able to log calls, navigate multiple systems and interact with the customer simultaneously)

Professional phone demeanor

Flexibility to work a 40 hr work week during any day / any shift as needed within the program’s hours of operation : Monday - Friday 8 : 00 am to 10 : 00 pm EST / 7 : 00 am to 9 : 00 pm CST / 5 : 00 am to 7 : 00 pm PST which would also include training timeframes (all hours are subject to change based on business needs).

Please note that Saturday and Sunday shifts may be added based on business needs and volume.

High school diploma or equivalent

Preferred Experience, Skills & Competencies :

Associates Degree or higher education

Previous remote work experience

Previous call center, health insurance, and / or benefits experience

Work-From-Home Requirements

Dedicated, private home workspace free of distractions and interruptions

Established home internet connectivity; minimum internet download speed of 15 mbps upload speed of 10 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.

Zusätzliche Stellenbeschreibung

The temporary Client Services Representative (CSR) position is responsible for ensuring pleasant and seamless client experiences via inbound calls, and if applicable, chat and email where they will provide product and service support to customers.

Sprache

English

French

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first.

TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.

We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors.

With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Ref Number

Req 00122223