Customer Services Representative (Temporary)

Specific Responsibilities May Include:

• Provide advanced client support by communicating via phone, email or chat with external clients requiring assistance with tax-related products and services

• Handle routine tax questions and issues using provided knowledge bases and support tools
• Process and escalate client complaints according to established protocols
• Schedule tax preparation appointments and assist with digital scheduling platforms
• Support clients with office locations and general tax office information
• Track and communicate tax refund status information to clients
• Assist with online account management, including troubleshooting login issues and digital platform navigation
• Support identity protection services and address tax identity theft concerns
• Guide clients through tax preparation course enrollment and learning platform navigation
• Provide technical support for various tax-related software and digital tools
• Manage and track customer inquiries through appropriate systems and protocols
• Identify and escalate complex issues following established procedures, and partner with internal teams for issue resolution when needed
• Maintain current knowledge of tax-related products and services

Required Experience, Skills & Competencies:

• 1 years of professional working experience in one or more of the following fields; interactive customer service, technical support, travel/hospitality services, tax or financial services, healthcare or administrative operations.

• 6 months of previous call center experience preferred
• High school diploma or equivalent
• Fluent in English (read, write, and speak at C1 level or higher) and if required for bilingual roles, fluent in both English (C1) and Spanish (B2)
• Strong Communication skills with:
• • Excellent verbal, written, and interpersonal communication skills
  • Ability to communicate clearly with simplicity, with a proper dose of empathy
  • Ability to display those communication skills through multiple channels of support (phone, email, and chat)
  • Professional phone demeanor with effective use of active listening skills and ability to communicate clearly with simplicity and empathy
• Excellent customer service skills, with the ability to:
• • Build rapport and understand customer needs through appropriate probing questions in order to gain agreement and problem solve effectively
  • Maintain empathy, composure, and a pleasant tone throughout every interaction
  • Effectively problem solve with resilience and tenacity during challenging customer interactions while maintaining company standards and policies
• Technically proficient with:
• • Ability to learn, understand, and retain technical information quickly
  • Knowledge of Microsoft Windows, Safari, and mobile phone apps
  • Ability to navigate web-based applications
  • Ability to clearly communicate technical information to a non-technical audience
  • Skilled at researching using internal knowledge bases and public-facing documentation
• Strong time management skills with ability to manage multiple tasks while maintaining attention to detail
• Proven success in complex work environments while utilizing multiple tools across different channels
• Ability to work in a fast-paced environment and quickly adapt to change
• Strong punctuality, dependability, and work ethic showcasing professionalism
• Self-motivated with passion for meeting and exceeding personal performance targets
• Adept at multi-tasking, particularly in navigating multiple computer systems and tasks concurrently
• Maintains professional demeanor while working under pressure
• Receptive to feedback and constructive criticism
• Minimum typing speed of 35 WPM with excellent spelling and grammar
• 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 (subject to change based on business needs)
• Must successfully complete a background check and employment verification

• Any College degree or certificate

• 6 months of previous call center experience
• One or more (1 ) year(s) of specific experience in Technical (FTS) or Financial (FS)

• Meeting minimum requirements listed on the job description

• Minimum of 6 months tenure in current position
• No active Hint 2 or above
• Meeting performance and attendance requirements outlined by their leader

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