Customer Service Representative First Response, Las Vegas

Customer Service Representative First Response

New Yesterday

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

Our CSR's will participate in an intensive training program that is designed to provide the knowledge needed to become a highly-skilled advocate for our customers. All CSR's will be equipped with the tools needed to become instrumental in assisting rideshare customers and drivers reporting an incident during a rideshare service. Candidates must be incredibly empathetic, have a self-starter attitude, strong critical thinking and problem solving skills, the ability to regulate their own emotions, maintain strong resilience and tenacity, and ensure that an extraordinary service is provided to every customer.

Specific Responsibilities May Include:

Serve as the main point of contact and support for unforeseen incidents including accidents, via inbound and outbound calls, handling each call with compassion and empathy

Incidents may consist of the following but not limited to:

Driver needing help finding an additional ride for rider
Food poisoning or allergy from a food delivery
Report of left, lost or stolen items by rider or driver
Name calling or discriminatory remarks between rider and driver
Sexual harassment between rider and driver
Car accident involving injuries, fatalities, or emotional distress of the driver and/or rider
Parent of a rider involved in an accident looking for additional information
Follow-up call from driver providing insurance information post accident

Build professional relationships and rapport with each caller in order to deliver personalized experiences and solutions
Interpret, analyze, and anticipate the needs of each caller in order to effectively problem solve, provide accurate information, and direct each caller to emergency services when necessary
Gather and document information from callers and/or third parties using probing questions and report each incident through proper ticketing system
Maintain follow-up communication with callers to gather additional information and ensure reported incidents have been resolved
Handle a high volume caseload by staying organized and up-to-date on new policies, processes, and procedures provided by the company and/or client
Maintain strong emotional regulation, resilience and tenacity with every customer interaction
Use available tools, resources, and critical thinking in order to effectively problem solve without supervision
Ad hoc duties as assigned

Required Experience, Skills & Competencies:

Minimum 1-2 years of strong interactive customer service experience; having interacted with a high volume of customers providing solutions and fulfilling customer requests
A true passion for customer service and strong service mentality, showcasing an empathetic approach with each customer and exceeding customer expectations
Strong emotional intelligence and resilience to overcome negative and/or sensitive customer interactions
Sound coping, emotional regulation, and stress-management skills; exhibiting a calm demeanor in every situation
Ability to reassure and de-escalate customers; exuding confidence, compassion and knowledge during all customer interactions
Strong resilience and tenacity to overcome critical or escalated interactions with customers
Solutions driven with effective consultative and critical thinking skills, having the ability to listen to and anticipate customers' needs, in turn offering effective solutions
Ability to adjust and adapt to changes in a dynamic work environment
Self reliant and resourceful, using available tools and resources in order to thrive under pressure and during critical situations
Ability to work in a team environment with a diverse group of individuals who is able to also work independently
Demonstrate robust multi-tasking, computer and navigations skills (e.g. able to log calls and interact with the customer simultaneously)
High professional standards with a strong commitment to their work, upholding honesty and integrity in every situation
Ability to learn and retain new processes and information quickly
Flexibility to work a 40 hr work week during any day/any shift as needed within the program's hours of operation: 24 hours a day | 7 days a week (subject to change based on business needs). Training schedule: 8:00 am - 5:00 pm PST | Monday thru Friday up to 6 weeks (subject to change based on business needs)
High school diploma or equivalent
Successful completion of a standard background check and drug screening
For bilingual positions; must be fluent in English & Spanish (C1 level: excellent grammar, enunciation, pronunciation, syntax verbal and written skills)

Preferred Experience, Skills & Competencies:

Previous call center experience
Previous emergency response experience

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.

Pay Rate: $17.00 - $18.00 p/h

Additional Job Description

Are you looking for a new opportunity where you can provide high quality solutions to customers and drivers of a rideshare business? We are looking for individuals with shining personalities, who have strong emotional intelligence and soft skills, and a true passion for going the extra mile to assist customers during critical situations.

Our CSR's will participate in an intensive training program that is designed to provide the knowledge needed to become a highly-skilled advocate for our customers. All CSR's will be equipped with the tools needed to become instrumental in assisting rideshare customers and drivers reporting an incident during a rideshare service. Candidates must be incredibly empathetic, have a self-starter attitude, strong critical thinking and problem solving skills, the ability to regulate their own emotions, maintain strong resilience and tenacity, and ensure that an extraordinary service is provided to every customer.

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.]]>

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Location:: Las Vegas
Job Type:: FullTime
Category:: Information Technology And Services

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