Customer Service Representative

This job is with TELUS Digital, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description and Requirements

Position Overview :

Our Customer Support Representatives (CSR) play a crucial role in supporting one of the world's leading tax preparation services. In this dynamic position, CSRs are the go-to expert for customers seeking guidance on tax preparation products and services. Whether it's through phone calls, emails, or chat interactions, they tackle a diverse range of tax-related inquiries with confidence and precision. Utilizing provided knowledge bases, tools, and resources, CSRs provide comprehensive support across multiple service lines

Note : This position is fully onsite. All team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period.

Specific Responsibilities May Include :

Provide advanced client support by communicating via phone, email or chat with external clients requiring assistance with tax-related products and services

Handle routine tax questions and issues using provided knowledge bases and support tools

Process and escalate client complaints according to established protocols

Schedule tax preparation appointments and assist with digital scheduling platforms

Support clients with office locations and general tax office information

Track and communicate tax refund status information to clients

Assist with online account management, including troubleshooting login issues and digital platform navigation

Support identity protection services and address tax identity theft concerns

Guide clients through tax preparation course enrollment and learning platform navigation

Provide technical support for various tax-related software and digital tools

Manage and track customer inquiries through appropriate systems and protocols

Identify and escalate complex issues following established procedures, and partner with internal teams for issue resolution when needed

Maintain current knowledge of tax-related products and services

Required Experience, Skills & Competencies :

1+ years of professional working experience in one or more of the following fields; interactive customer service, technical support, travel / hospitality services, tax or financial services, healthcare or administrative operations.

6+ months of previous call center experience preferred

High school diploma or equivalent

Fluent in English (read, write, and speak at C1 level or higher) and if required for bilingual roles, fluent in both English (C1) and Spanish (B2)

Strong Communication skills with :

Excellent verbal, written, and interpersonal communication skills

Ability to communicate clearly with simplicity, with a proper dose of empathy

Ability to display those communication skills through multiple channels of support (phone, email, and chat)

Professional phone demeanor with effective use of active listening skills and ability to communicate clearly with simplicity and empathy

Excellent customer service skills, with the ability to :

Build rapport and understand customer needs through appropriate probing questions in order to gain agreement and problem solve effectively

Maintain empathy, composure, and a pleasant tone throughout every interaction

Effectively problem solve with resilience and tenacity during challenging customer interactions while maintaining company standards and policies

Technically proficient with :

Ability to learn, understand, and retain technical information quickly

Knowledge of Microsoft Windows, Safari, and mobile phone apps

Ability to navigate web-based applications

Ability to clearly communicate technical information to a non-technical audience

Skilled at researching using internal knowledge bases and public-facing documentation

Strong time management skills with ability to manage multiple tasks while maintaining attention to detail

Proven success in complex work environments while utilizing multiple tools across different channels

Ability to work in a fast-paced environment and quickly adapt to change

Strong punctuality, dependability, and work ethic showcasing professionalism

Self-motivated with passion for meeting and exceeding personal performance targets

Adept at multi-tasking, particularly in navigating multiple computer systems and tasks concurrently

Maintains professional demeanor while working under pressure

Receptive to feedback and constructive criticism

Minimum typing speed of 35 WPM with excellent spelling and grammar

Flexibility to work a 40 hr work week during any day / any shift as needed within the program's hours of operation : 24 hours per day | 7 days a week (subject to change based on business needs)

Must successfully complete a background check and employment verification

Preferred Experience, Skills, & Competencies :

Any College degree or certificate

6+ months of previous call center experience

One or more (1+) year(s) of specific experience in Technical (FTS) or Financial (FS)

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.

Language ReferenceEnglishSpanish

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.]]>