Location of Work:

This position will start as working on-site within our contact center, in accordance with health and safety recommendations from the local government and our organization. The contact center is located at 2251 S Decatur Blvd, Las Vegas, NV 89102. All team members must be able to work from site, as required for the role. After training, there may be an opportunity to work from home based on business need, performance, attendance, and seniority.

Position Overview:

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. 

Responsibilities:

• 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 of 1 year 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

• Basic understanding of mobile, tablet, and computer applications 

• Strong communication skills (both written and verbal) using proper;

• grammar

• enunciation

• pronunciation

• syntax

• Strong active-listening, comprehension, and multi-tasking skills

• Ability to research solutions using available tools, resources and creative thinking while being confident to make decisions during levels of ambiguity

• Ability to work under pressure and within time constraints

• Strong resilience and tenacity to overcome challenging situations and effectively problem solve

• Ability to self-manage and take ownership of assigned tasks

• Ability to type a minimum of 30 WPM

• Ability to work flexible shifts and sit for long periods of time

• Outstanding professionalism with the ability to work among diverse personalities

• Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 5:00 am to 7:00 pm PST Monday through Saturday. Training hours range from 8:00 am to 7:00 pm, Monday through Friday up to 6 weeks (subject to change based on business needs)

• High school diploma or equivalent

• Successful completion of a 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.