First Response Customer Support Representative (CSR)

Allgemeine Angaben

Standort

US - NV - LasVegas - Decatur

Land

Vereinigten Staaten von Amerika

Job Kategorien

Business Process Outsourcing

Work Style

On Site

Salary range

$17.00 - $18.00 p / h

Jobbeschreibung

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

Zusätzliche Stellenbeschreibung

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.

Sprache

English

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first.

TELUS International 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 International, 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.

Ref Number

Req 00138003