Position Overview:
CSRs will learn how to fully conduct research in order to be able to identify the best course of action in resolving all customer inquiries including but not limited to benefits being offered to them by their employer and assisting these participants with enrolling in these employer benefits.
CSRs represent and protect the brand, ensuring each Customer connection is professional and accurate. They provide excellent customer service through active listening and aim to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding.
Answer incoming calls from members to resolve issues, answer product inquiries and program questions, handle complaints, troubleshoot problems and provide information that demonstrates knowledge of products and services provided by the client, inclusive of benefit plan options.
Utilize judgment and available resources in order to offer reasonable solutions and alternatives that stay within company guidelines and manage risk exposure
Tactically support member relationship by providing further insights into specific offerings as it relates to the client product and services
Complete after call support functions which include the processing of forms and applications, call disposition and resolution reports/logs as well as required clerical processes and interfacing with other departments
Identify customer trends and escalate to the appropriate channels per client and company policies
Provide one-call resolutions to customer situations in the attempt to prevent repeat calls
Deliver the brand promise every day
Required Experience, Skills & Competencies:
2+ years of interactive customer service experience providing customer issue resolution
Fluent in English (read, write and speak) and if required for bilingual roles, fluent in both English and French
Strong computer navigation skills with the ability to use multiple platforms simultaneously
Minimum typing speed of 30 WPM with excellent spelling and grammar
Very customer service focused, able to interact with customers in a friendly and polite manner
Passionate about customer service and being an advocate for our customers, showcasing empathy and understanding of stressful situations
Strong ability to analyze data, make difficult decisions, and solve complex problems
Strong critical thinking skills with the ability to ask investigative questions and conduct further research when warranted
An effective team player who can also work independently
Comfortable working in a fast-paced environment and able to adapt to change efficiently
Proven ability to deal with problems and solve them effectively
Excellent written and spoken communication skills
Robust multi-tasking skills (e.g., able to log calls, navigate multiple systems and interact with the customer simultaneously)
Professional phone demeanor
Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: Monday - Friday 8:00 am to 10:00 pm EST / 7:00 am to 9:00 pm CST / 5:00 am to 7:00 pm PST which would also include training timeframes (all hours are subject to change based on business needs). Please note that Saturday and Sunday shifts may be added based on business needs and volume.
High school diploma or equivalent
Preferred Experience, Skills & Competencies:
Associates Degree or higher education
Previous remote work experience
Previous call center, health insurance, and/or benefits experience
Work-From-Home Requirements
Dedicated, private home workspace free of distractions and interruptions
Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps
Understand own network environment at home
Ability to troubleshoot own devices & connectivity
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.