What are the responsibilities and job description for the Emergency Response CSR position at TELUS Digital and Careers?
Our CSR’s will participate in an intensive training program that is designed to provide the knowledge needed to become a highly-skilled advocate for our customers. All CSR’s will be equipped with the tools needed to become instrumental in assisting rideshare customers and drivers reporting an incident during a rideshare service. Candidates must be incredibly empathetic, have a self-starter attitude, strong critical thinking and problem solving skills, the ability to regulate their own emotions, maintain strong resilience and tenacity, and ensure that an extraordinary service is provided to every customer.
Specific Responsibilities May Include:
- Serve as the main point of contact and support for unforeseen incidents including accidents, via inbound and outbound calls, handling each call with compassion and empathy
- Incidents may consist of the following but not limited to:
- Driver needing help finding an additional ride for rider
- Food poisoning or allergy from a food delivery
- Report of left, lost or stolen items by rider or driver
- Name calling or discriminatory remarks between rider and driver
- Sexual harassment between rider and driver
- Car accident involving injuries, fatalities, or emotional distress of the driver and/or rider
- Parent of a rider involved in an accident looking for additional information
- Follow-up call from driver providing insurance information post accident
- Build professional relationships and rapport with each caller in order to deliver personalized experiences and solutions
- Interpret, analyze, and anticipate the needs of each caller in order to effectively problem solve, provide accurate information, and direct each caller to emergency services when necessary
- Gather and document information from callers and/or third parties using probing questions and report each incident through proper ticketing system
- Maintain follow-up communication with callers to gather additional information and ensure reported incidents have been resolved
- Handle a high volume caseload by staying organized and up-to-date on new policies, processes, and procedures provided by the company and/or client
- Maintain strong emotional regulation, resilience and tenacity with every customer interaction
- Use available tools, resources, and critical thinking in order to effectively problem solve without supervision
- Ad hoc duties as assigned
Required Experience, Skills & Competencies:
- Minimum 1-2 years of strong interactive customer service experience; having interacted with a high volume of customers providing solutions and fulfilling customer requests
- A true passion for customer service and strong service mentality, showcasing an empathetic approach with each customer and exceeding customer expectations
- Strong emotional intelligence and resilience to overcome negative and/or sensitive customer interactions
- Sound coping, emotional regulation, and stress-management skills; exhibiting a calm demeanor in every situation
- Ability to reassure and de-escalate customers; exuding confidence, compassion and knowledge during all customer interactions
- Strong resilience and tenacity to overcome critical or escalated interactions with customers
- Solutions driven with effective consultative and critical thinking skills, having the ability to listen to and anticipate customers’ needs, in turn offering effective solutions
- Ability to adjust and adapt to changes in a dynamic work environment
- Self reliant and resourceful, using available tools and resources in order to thrive under pressure and during critical situations
Ability to work in a team environment with a diverse group of individuals who is able to also work independently- Demonstrate robust multi-tasking, computer and navigations skills (e.g. able to log calls and interact with the customer simultaneously)
- High professional standards with a strong commitment to their work, upholding honesty and integrity in every situation
- Ability to learn and retain new processes and information quickly
- Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 24 hours a day | 7 days a week (subject to change based on business needs). Training schedule: 8:00 am - 5:00 pm PST | Monday thru Friday up to 6 weeks (subject to change based on business needs)
- High school diploma or equivalent
- Successful completion of a standard background check and drug screening
- For bilingual positions; must be fluent in English & Spanish (C1 level: excellent grammar, enunciation, pronunciation, syntax verbal and written skills)
Preferred Experience, Skills & Competencies:
- Previous call center experience
- Previous emergency response experience
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.
Pay Rate: $17.00 - $18.00 p/h
Salary : $17 - $18