Client Care Representative - Wireless - Regular/Part-time (Burnaby)
TELUS Communications
Burnaby, BC
Do YOU share OUR passion for:
Advocating for our customers’ needs and creating a personalize experience
Genuinely displaying humanity in every customer interaction
Being an extraordinary communicator, listen, honest and clear
Getting things done by leveraging each other’s unique talents
Actively adapting to meet the changing needs of our customers
Join our team

At TELUS, we understand that a big part of our success comes from the people we hire, which is why we honour our employees with an excellent compensation package including benefits, and a starting wage of $21.74 per hour. You can also take advantage of our campus setting complete with paid training programs, state-of the-art equipment, e-Lofts, cyber cafes and career development planning that will help you gain the tools needed to help you shift your career into high gear in various exciting roles, including quality coaching, floor support, front-line management, training and Information Technology (IT) support. Also, in order to insure your success in your new role, you will be provided with 8 weeks full-time paid training for which you must be available to attend.

Here’s the impact you’ll make and what we’ll accomplish together

Working in an established world-class contact center that offers excellence in post-sales support for TELUS products and services, you will provide extraordinary customer care in a call center environment to our clients. You will also interpret client requirements and communicate solutions, while ensuring excellent customer service by communication with the internal team, and/or ensure and appropriately transfer to the responsible department when required.

Our culture supports a learning-based environment supported by pay-for-performance and a personal life balance. In many of our contact centres there are opportunities for you to become eligible for our At Home Agent program.

The TELUS At Home Agent (AHA) Program is a ground-breaking and deeply important component of TELUS’ contact centre strategy. By being a top performer, you have the opportunity to apply to join the AHA Program. Rather than working from a central office location, an AHA is able to seamlessly work from a dedicated office space within their homes, using all the same tools as their in-office counterparts.

Here’s how
Provides timely resolution of client inquiries as the point of contact for TELUS Mobility clients including activation, service, billing, and equipment inquiries
Asks necessary questions in order to troubleshoot technical service issues settling root causes of problems and finding appropriate resolutions
Proactively explores and anticipates clients' future needs with an ability to recommend and educate the client on value-add services and products
Introduces and promotes the use of self service options relevant to clients' needs
Accurately obtains, documents and confirms client personal information
Builds relevant professional relationships with internal contacts

Scheduling Requirements:
Must be available to attend an initial 8 week full-time training program
Must be available to work up to 37.5 hours per week in a variety of shifts to meet the changing needs of your business
Our call center hours of operation are currently: Monday to Friday, 7:00 AM to 10:15 PM & 9:00 AM to 8:15 PM, Saturday & Sunday. The next training class for this position is mid-February 2019.

Qualifications

You’re the missing piece of the puzzle
Related post-secondary education or equivalent experience
Experience and/or knowledge of a customer service environment
Excellent customer service and problem-solving skills
Positive, friendly attitude with the willingness and ability to sell
Understanding of the sales process
Ability to learn and share information with others
Ability to work independently with a minimum of supervision in a dynamic environment, while effectively handling multiple tasks
Great-to-haves
1-2 years of previous experience in an office environment using business tools
Working knowledge of the Internet, Internet technologies, and technological/industry trends, as well as personal computers, e-mail and operating systems, dial-up and high-speed Internet connectivity
Familiarity with trouble reporting systems
Aptitude for recognizing and creating sales leads
Experience in a Windows environment
Experience in any sales or customer service role: retail, call center, restaurant like waiter/waitress/bartender
The career you've been waiting for is here!

If you have a passion for growth, believe in spirited teamwork and have the courage to innovate, then it's time you join our team.