Customer Services Representative (Temporary)
Description
LIMITED SPOTS AVAILABLE! APPLY NOW – DEADLINE: 2:00 PM Wednesday, March 4th
Final Offers Being Secured by 12:00 Noon Thursday– Don't Miss Out!
Position Overview:
Our Customer Support Representatives (CSR) play a crucial role in supporting one of the world's leading tax preparation services. In this dynamic position, CSRs are the go-to expert for customers seeking guidance on tax preparation products and services. Whether it's through phone calls, emails, or chat interactions, they tackle a diverse range of tax-related inquiries with confidence and precision. Utilizing provided knowledge bases, tools, and resources, CSRs provide comprehensive support across multiple service lines
Note: This position is fully onsite. All team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period.
Specific Responsibilities May Include:
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
Required Experience, Skills & Competencies:
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.
6+ months of previous call center experience preferred
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
Preferred Experience, Skills, & Competencies:
Any College degree or certificate
6+ months of previous call center experience
One or more (1+) year(s) of specific experience in Technical (FTS) or Financial (FS)
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.