Client Experience Specialist

TELUS Agriculture & Consumer Goods is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.

Our team members include people like you – enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.

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

TELUS Agriculture & Consumer Goods is leveraging our world-leading technology and innovation to create better producer-to-consumer outcomes. To do this, we are creating a unified, trusted and sustainable value chain that enables the most efficient production and logistics outcomes, while lowering the impact on the environment. We deliver actionable digital solutions and data insights that connect global supply chains, improving the safety, quality and sustainability of food and consumer goods, all in a way that's traceable and clear to the end consumer.

We offer an unmatched suite of innovative solutions and purpose-built applications for every participant in the supply chain, from seed manufacturers and farmers through to grocery stores and consumer goods companies. Our solutions are comprised of the latest technologies that enable our customers to optimize their businesses and move goods through supply chains with more accuracy, efficiency and profit to get the right products to shelf, at the right time and at the right price, creating more sustainable production and consumption outcomes.

• The Client Experience Specialist will serve on a team of individuals representing the virtual, customer-facing points-of-contact for our customers and their customers. The Client Experience Specialist team extends stellar customer service on behalf of our clients to ensure a positive end user experience.

Here’s How

• Gain a thorough understanding of our customers’ business, products and/or programs
• Act as our customers’ representative and advocate, ensuring delivery of accurate information, excellent service and resolving concerns in a timely manner
• Handle and document all inbound and outbound calls, emails and support cases from our clients and their customers assisting with systems and program related support
• Meet and/or exceed SLAs outlined in client contracts and internal KPIs
• Identify opportunities for efficiency gains and additional support during lower call and email volume periods
• Document and report system issues via a case management system for resolution with appropriate technical resources
• Merchandise customer Voice of Customer (VOC) with management to share with internal stakeholders and/or key customer stakeholders
• Participate in cross-training/L&D and training new team members as needed
• Collaborate with management to prepare and ensure adherence to best practices
• Provide feedback through Quality Assurance (QA) testing of new system functionality

What you bring to this role

Credentials & Experience

• College degree, preferably in Agriculture, Business Management and/or Communication
• Experience in customer service handling high volume phone and email traffic (at least 90-95% of the day is spent on the phone and answering customer emails)
• Strong attention to detail and sense of urgency when following up with customers
• High professionalism and willingness to serve our customers’ needs
• Adept and comfortable using multiple web-based systems simultaneously
• Excellent interpersonal, written, verbal, and telephone communication skills
• Fluency in English and ability to adapt to geographical lingo in the U.S.
• Capacity to work under tight timelines and in team-oriented environments
• Proven ability to adapt and thrive in a changing, high-paced and at times stressful environment
• Proficient in Google Suite, Salesforce and AWS Connect

Important Role Requirement

• This position requires a 40-hour work week. Working hour times are based on business needs and may change seasonally dependent on call and email case volume to support our customers’ businesses. Candidates must be able to work a flexible 40-hour week shift to support workload including late evenings (8:00 am to 5:00 pm PST Monday through Friday), potentially two (2) Saturdays each year as well as the day after Thanksgiving.

Job Information

Location - Remote
Employment Type - Full Time
Career Stream Level - S3

The US base salary range for this position is: $44-55k USD. Our salary ranges are determined by role, level and location. Within that range, individual pay is determined by work location and a variety of factors, which may include but not limited, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held. All candidates are encouraged to apply.

Your recruiter can share more information about the specific salary range for your preferred working location during the hiring process.

In addition to your salary, TELUS Agriculture & Consumer Goods offers benefits such as, a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements and may be dependent on country of residence).

Join us

Collectively, our talented team and integrated solutions uniquely position us to transform collaboration within the industry at a global level, empowering and connecting producers to consumers for a more efficient, sustainable future.

Everyone belongs at TELUS Agriculture & Consumer Goods. It doesn’t matter who you are, what you do or how you do it, at TELUS Agriculture & Consumer Goods, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion for enabling remarkable human outcomes?

Together, let’s make the future friendly.

Accessibility

TELUS Agriculture & Consumer Goods is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process