Job description

Position Overview:

The Level 3 Customer Service Representative (CSR) position will provide superior technical support to customers of one of the leading courier delivery services companies in the world. We are seeking bright, articulate, tech savvy applicants who have a desire to help resolve customer issues and who understand the importance of providing an exceptional experience to customers. The CSR’s main responsibility will be to research and resolve customer inquiries using a variety of software tools in a fun, fast paced contact center environment.

Specific Responsibilities May Include:

• Provide inbound call support and troubleshooting for customer automation systems and tools

• Reply to customer inquiries, issues, or complaints related to, but not limited to:

• proprietary shipping software troubleshooting

• basic software downloading and installation

• software and hardware connectivity issues

• Use knowledge base and available tools to resolve transactions

• Provide remote-assistance to customers for technical issues using screen sharing, mouse and keyboard control and other available tools

• Own end-to-end resolution of customer issues and questions to ensure customer satisfaction

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

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

• Meet established individual and team performance targets, which include productivity, customer service, quality standards, and any other metrics the business deems necessary

• Contribute to a diverse team within a fast paced and constantly changing environment

• Maintain adequate proficiency in products and platforms supported as well as ensure current knowledge of all new and updated policies and procedures

• Communicate with management, team members, and other teams regarding problems, solutions, and trends

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

Required Experience, Skills & Competencies:

• Minimum three years of interactive customer service experience

• Tech savvy and strong computer/software navigation skills

• Personal experience troubleshooting personal electronic devices (e.g., personal computers, smartphones, tablets), online downloads, transactions, applications, software and hardware issues

• Technical proficiency in web-based software and ability to quickly learn our support platform and product functionality

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

• Ability to communicate technical issues in non-technical terms to customers

• Outstanding active listening and comprehension skills

• Ability to analyze problems/inquiries and research all possible solutions using all available tools

• Ability to evaluate options and provide alternative solutions in the face of pressure and time constraints

• Ability to duplicate complex issues and document findings in detail

• Good retention of data and concepts

• Ability to multitask by listening, typing, speaking and navigating multiple interfaces at the same time

• Ability to make decisions when there is a level of ambiguity

• Excellent grammar, enunciation, pronunciation, syntax, verbal and written skills

• Familiarity with mobile apps technology including downloading, accessing, basic troubleshooting, etc.

• Ability to type a minimum of 30 WPM

• Ability to work flexible shifts and sit for long periods of time

• High school diploma/GED

• Successful completion of nationwide criminal background check and drug screen

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.

Job Type: Full-time

Salary: From $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location

www.colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, www.colinoncars.com is the ideal place to find your next job.