About Company
Telus Communications is a dynamic, world-leading communications and information technology company committed to creating a friendlier future for our customers, communities, and planet. With a long-standing reputation for innovation, customer excellence, and community giving, Telus connects millions of people and businesses through our advanced networks and services, including mobile, internet, TV, health, and agriculture technology. Our team is driven by a passion for making a meaningful difference in the lives of our customers, ensuring seamless connectivity, and delivering exceptional service with a human touch. At Telus, we believe in empowering our employees to grow, innovate, and contribute to a purpose-driven organization.
Job Description
Are you passionate about helping people and eager to make a tangible difference in their daily lives? Telus Communications is seeking an enthusiastic and dedicated Customer Service Representative to join our vibrant team in Downtown Springfield. This is an exciting opportunity to become the friendly, knowledgeable voice of Telus, directly impacting customer satisfaction and loyalty. In this vital role, you will be the first point of contact for our valued customers, addressing their inquiries, resolving issues, and providing comprehensive support for our wide array of telecommunications products and services.
From assisting with billing questions and technical troubleshooting to guiding customers through new service options and upgrades, your empathetic approach and problem-solving skills will be key to creating positive customer experiences. You will operate within a fast-paced yet supportive environment, utilizing state-of-the-art tools and resources to deliver efficient and effective solutions. Our comprehensive training program will equip you with the expertise needed to excel, ensuring you are confident in handling diverse customer scenarios and always providing accurate information.
Beyond direct customer interaction, this role offers a chance to grow professionally within a globally recognized company. You will collaborate with a diverse team of professionals, contributing to a culture of continuous improvement and customer-centricity. Telus is committed to fostering an inclusive workplace where every team member feels valued and empowered to reach their full potential. If you thrive on connection, possess a natural knack for communication, and are ready to contribute to a company that puts customers first, we encourage you to apply and become a part of the Telus family.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing accurate and timely information.
- Troubleshoot and resolve customer issues related to service outages, technical difficulties, billing discrepancies, and account management.
- Educate customers on Telus products, services, and promotions, identifying opportunities to enhance their experience through upgrades or new offerings.
- Maintain detailed and accurate customer records in our CRM system, documenting all interactions and resolutions.
- Collaborate with internal departments to escalate complex issues and ensure seamless service delivery.
- Adhere to company policies, procedures, and service level agreements (SLAs) to maintain high standards of customer satisfaction.
- Continuously learn and adapt to new product knowledge, system updates, and service enhancements.
- Contribute to a positive team environment by sharing best practices and supporting colleagues.
Required Skills
- High School Diploma or equivalent.
- Minimum of 6 months experience in a customer service role, preferably in a call center or telecommunications environment.
- Exceptional verbal and written communication skills in English.
- Strong active listening skills and the ability to empathize with customer needs.
- Proficiency in navigating computer systems and multiple applications simultaneously.
- Demonstrated problem-solving abilities and a calm demeanor under pressure.
- Ability to work effectively both independently and as part of a team.
Preferred Qualifications
- Post-secondary education or equivalent experience.
- Experience with CRM software (e.g., Salesforce, Oracle Siebel).
- Familiarity with telecommunications products and services (mobile, internet, TV).
- Bilingualism (e.g., Spanish/English) is an asset.
- Proven track record of meeting or exceeding customer service metrics and targets.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holiday schedule.
- Opportunities for career advancement and professional development.
- Tuition reimbursement programs.
- Employee discounts on Telus products and services.
- Pension plan with company matching contributions.
- Supportive and inclusive work environment with a strong focus on employee well-being.
- Community involvement opportunities and volunteer programs.
How to Apply
If you are ready to embark on a rewarding career with a company that values its people and customers, we invite you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application.