Customer Service Representative

Position Overview:

Put aside your experiences or perceptions of customer service; we take Customer Care to a new level. We’re dedicated to creating unforgettable experiences with a focus on exceeding expectations with every contact. When you join our family you’re welcomed into a team where all employees are empowered to be innovative, solutions oriented, advocates for success and like to have fun doing so.
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The Customer Service Representative (CSR) position will provide superior customer support to customers of one of the largest sellers of audiobooks. We are seeking bright, articulate, detail-oriented applicants with a desire to help us resolve customer issues and be brand ambassadors. This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting post-sale problems. CSRs will communicate with customers primarily via phone and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast paced environment.

Specific Responsibilities May Include:

• Reply to inbound customer inquiries in a call center environment

• Process orders, address billing questions, and resolve basic technical issues

• Confidently make product and service recommendations tailored to customers’ needs/wants

• Use all available resources (search engines, websites and internal resources) to research customer requests with the goal of delivering meaningful solutions

• Build professional relationships and rapport with customers in order to deliver personalized customer experiences

• Consistently perform well within a fast paced and constantly changing environment

• Contribute to a diverse team

• Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays)

• Have ability and willingness to tend to any other tasks as assigned

Required Experience, Skills & Competencies:

• Previous interactive customer service experience

• Solutions driven with strong critical thinking skills having the ability to anticipate customers’ needs and provide options and solutions

• Strong customer service orientation with an upbeat, people-minded personality and a willingness to go above and beyond for every customer

• Innate desire to learn more about the product/service in order to better assist customers

• Emotional Intelligence

• Able to identify customer’s tone and mood and adjust conversation to meet and engage the customer

• Pick up on the littlest of details/cues during customer interactions in order to drive the conversation

• Empathetic and sympathetic

• Ability to take ownership of resolution during calls and show confidence in decision-making; self-sufficient

• Successful completion of nationwide background check

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 embrace change and initiate opportunity

• We have a passion for growth

• We believe in spirited teamwork

• We have the courage to innovate

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
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Job Type: Full-time

Salary: $16.00 per month

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift

Work Remotely:

• Temporarily due to COVID-19