Customer Service Representative

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) 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.