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Client Care Representative (Remote)
Company | TELUS International |
Address | Canada |
Employment type | FULL_TIME |
Salary | |
Category | Outsourcing/Offshoring,Telecommunications,Consumer Services |
Expires | 2023-07-24 |
Posted at | 10 months ago |
Position Overview:
- Arizona
- United States - this position is only open to the following states
- Florida
- Texas
- Canada - this position is only open to the following provinces;
- British Columbia
- Alberta
- South Carolina
- Quebec
- Ontario
- Respond to calls from advisors regarding a variety of requests, for example, an update of their availability, a reassignment of files or an explanation of the procedures in effect at the service access center and direct them to the appropriate department, if necessary.
- Perform administrative tasks: 10%
- Take on other responsibilities as requested: 5%
- Follow-up on case assignment confirmations and make follow-up calls according to normal deadlines (including various reports such as P and D reports, if applicable).
- Consult with members of other Service Access Center teams regarding a client's needs.
- See to the assignment of the file during the appointment process.
- Prioritize the assignment of the file according to the level of urgency.
- Manage emails from internal clients, eg Regional Clinical Directors, and respond promptly and professionally.
- Communicate with other teams and departments: 15%
- Transmit clients' personal information to advisors within the prescribed time limits.
- Manage and update important documents and lists for team members, including the list of files assigned to advisors.
- Communicate with advisors to obtain information to better serve clients.
- Perform other administrative and monitoring tasks, as requested.
- Communicate with advisors to update client information or submit other inquiries.
- Participate in service access center committees or other company committees dedicated to specific objectives or projects.
- Answer calls from internal clients belonging to the Account Management or Business Development departments and provide the information requested.
- Assign the appropriate advisor to the requested service based on the client's needs.
- Manage and respond to requests for information: 30%
- Coordinate the assignment of clinical records: 40%
- Respond to calls from advisors and find requested information about a file.
- Consult with Regional Clinical Directors regarding certain case assignments, including counselor availability or the suitability of a counselor's skills in a case.
- Works well under pressure
- Passionate about helping others, able to provide empathy when necessary
- Ability to cope with a high volume of incoming calls and chats
- Ability to pass a criminal background check which may consist of federal fingerprinting
- Ability to cope well and embrace change
- Excellent customer service skills with strong written and verbal communication skills
- Verbal and written skills in English
- Technical savvy
- The flexibility to work any shift assigned between the hours of 6:00 am to 12:00 am local time Monday - Sunday, 365 days a year. Shifts will be 8 hours per day 5 days per week, so weekend and evening availability is required.
- Enjoys working towards targets around call volumes and call quality
- 2+ years of previous interactive customer service experience
- Empathetic and able to support clients who may be in distress and the ability to triage crisis situations to our clinical team
- A bachelor’s degree, college diploma or equivalent post-secondary education in a subject such as Psychology strongly preferred (or similar work experience)
- Previous experience in dealing with distressed or vulnerable clients in an Employee Assistance capacity.
- Previous experience in working in a service center / call center environment.
- Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps
- Dedicated, private home workspace free of distractions and interruptions
- Ability to troubleshoot own devices & connectivity
- Understand own network environment at home
- We passionately put our customers and communities first
- We embrace changes and innovate courageously
- We grow together through spirited teamwork
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