Remote Client Care Representative

Our Client Care Representatives are first responders to client requests received over phone and chat. Taking care of clients involves having conversations and carrying out assessments to determine suitability for short-term counseling referrals and delivering practical and empathetic support on a wide range of situations.

Note: This position is fully remote. All candidates must be able to meet all work from home requirements listed below. In order to be considered for this opportunity, applicants must reside in one of the following locations

• United States
• Alberta, British Columbia, or Ontario, Canada
• Alabama, Arizona, Florida, Georgia, Iowa, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Nebraska, Nevada, North Carolina, North Dakota, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, or West Virginia.
• Canada

Specific Responsibilities May Include:

• Coordinate the assignment of clinical records: 40%

Assign the appropriate advisor to the requested service based on the client's needs.

Prioritize the assignment of the file according to the level of urgency.

Transmit clients' personal information to advisors within the prescribed time limits.

Communicate with advisors to update client information or submit other inquiries.

Communicate with advisors to obtain information to better serve clients.

See to the assignment of the file during the appointment process.

• Communicate with other teams and departments: 15%

Consult with Regional Clinical Directors regarding certain case assignments, including counselor availability or the suitability of a counselor's skills in a case.

Consult with members of other Service Access Center teams regarding a client's needs.

Participate in service access center committees or other company committees dedicated to specific objectives or projects.

• Manage and respond to requests for information: 30%

Respond to calls from advisors and find requested information about a file.

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.

Answer calls from internal clients belonging to the Account Management or Business Development departments and provide the information requested.

Manage emails from internal clients, eg Regional Clinical Directors, and respond promptly and professionally.

• Perform administrative tasks: 10%

Manage and update important documents and lists for team members, including the list of files assigned to advisors.

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).

Perform other administrative and monitoring tasks, as requested.

• Take on other responsibilities as requested: 5%

Required Experience, Skills & Competencies:

• Empathetic and able to support clients who may be in distress and the ability to triage crisis situations to our clinical team
• Verbal and written skills in English
• The flexibility to work any shift assigned between the hours of operations of 24 hours per day 7 days per week. Shifts will be 8 hours per day 5 days per week, so weekend and evening availability is required.
• Technical savvy
• Excellent customer service skills with strong written and verbal communication skills
• Ability to pass a criminal background check which may consist of federal fingerprinting
• Ability to cope well and embrace change
• Works well under pressure
• 2+ years of previous interactive customer service experience
• Ability to cope with a high volume of incoming calls and chats
• Passionate about helping others, able to provide empathy when necessary
• Enjoys working towards targets around call volumes and call quality

Preferred Experience, Skills, & Competencies:

• Previous experience in dealing with distressed or vulnerable clients in an Employee Assistance capacity.
• 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 working in a service center / call center environment.

Work-From-Home Requirements:

• 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

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 grow together through spirited teamwork
• We embrace changes and innovate courageously

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Job Type: Full-time

Salary: $38,493.00 per year

Benefits:

• Vision care
• Tuition reimbursement
• Employee stock purchase plan
• Employee assistance program
• Wellness program
• Paid time off
• Work from home
• Store discount

Schedule:

• Weekends as needed
• Holidays
• 8 hour shift
• Monday to Friday
• Day shift

Work Location: Remote