Description

Position Overview

The Client Services Representative (CSR) position is responsible for ensuring pleasant and seamless client experiences via inbound & outbound calls, and if applicable, chat and email where they will provide product and service support to customers. CSRs will learn how to fully conduct research in order to be able to identify the best course of action in resolving all customer inquiries including but not limited to benefits being offered to them by their employer and assisting these participants with enrolling in these employer benefits. CSRs represent and protect the brand, ensuring each Customer connection is professional and accurate. They provide excellent customer service through active listening and aim to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding.

• Answer incoming calls from members to resolve issues, answer product inquiries and program questions, handle complaints, troubleshoot problems and provide information that demonstrates knowledge of products and services provided by the client, inclusive of benefit plan options.
• Utilize judgment and available resources in order to offer reasonable solutions and alternatives that stay within company guidelines and manage risk exposure
• Tactically support member relationship by providing further insights into specific offerings as it relates to the client product and services
• Complete after call support functions which include the processing of forms and applications, call disposition and resolution reports/logs as well as required clerical processes and interfacing with other departments
• Identify customer trends and escalate to the appropriate channels per client and company policies
• Provide one-call resolutions to customer situations in the attempt to prevent repeat calls
• Deliver the brand promise every day

Required Experience, Skills & Competencies

Qualifications & Experience

• 2+ years of interactive customer service experience focused on issue resolution
• High school diploma or equivalent required.
• Full fluency in English (written and spoken); bilingual fluency in French required for designated bilingual roles.
• Flexible to work 40 hours per week across shifts within operating hours (Mon–Fri, 8 AM–10 PM EST / 7 AM–9 PM CST / 5 AM–7 PM PST), including training periods. Availability for potential weekend shifts based on business needs.

Technical Proficiency & Multitasking

• Ability to navigate multiple client software platforms, databases, and tools simultaneously with speed and accuracy.
• Leverages internal knowledge bases, AI tools (chatbots, Copilot), and documentation to resolve issues independently.
• Types at least 30 WPM with exceptional accuracy, grammar, and spelling.
• Seamlessly logs notes and navigates systems while maintaining engaging, active customer dialogue.

Customer Advocacy & Communication

• Delivers empathetic, patient, and friendly service, acting as an active advocate during high-stress customer situations.
• Maintains a polished phone demeanor and communicates clearly across written and verbal channels.

Problem-Solving & Critical Thinking

• Applies investigative questioning and critical thinking to uncover root causes and analyze complex information.
• Exercises strong judgment to resolve challenging problems and execute difficult decisions independently.
• Thrives in a high-volume, fast-paced environment and adapts quickly to process changes and scaling workloads.
• Functions effectively as a self-directed problem solver while contributing positively to team goals.

Preferred Experience, Skills & Competencies

• Associates Degree or higher education
• Previous remote work experience
• Previous call center, health insurance, and/or benefits experience
• Previous pension and defined contribution experience

Work-From-Home Requirements

• Dedicated, private home workspace free of distractions and interruptions
• Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps
• Understand own network environment at home
• Ability to troubleshoot own devices & connectivity

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.