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TELUS Digital · 4 days ago

Temporary Customer Service Representative

Las Vegas, NV

Full-time

Onsite

Entry Level

$17/hr - $17/hr

1+ years exp

TELUS International is one of the world's leading tax preparation service providers, and they are seeking Temporary Customer Service Representatives to support their operations. In this role, representatives will assist customers with tax-related inquiries through various communication channels, ensuring effective problem-solving and support for clients.

AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing

Responsibilities

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

Qualification

Customer serviceTechnical supportTax preparation knowledgeFluent in EnglishCommunication skillsTime managementMulti-taskingTyping speedBilingual in SpanishActive listeningProblem solving

Required

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

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