Customer Care Representative

TELUS Digital; Las Vegas (NV); On-site; USD 25,000 - 30,000; Full time

Job summary

TELUS Digital seeks a Customer Support Representative to assist clients with tax preparation products and services. You will handle phone, email, and chat inquiries, solving routine questions and guiding users through digital platforms while maintaining accuracy and professionalism.

Applicants should have 1+ years in customer service or related fields, English at C1, and be able to work a 40-hour week on a 24/7 schedule. A background check is required and a high school diploma is essential.

Qualifications

• 1+ years of professional experience in customer service or related fields.
• High school diploma or equivalent; background check required.
• English fluency at C1 level or higher; bilingual roles require English (C1) and Spanish (B2).
• Willingness to work 40 hours per week across a 24/7 schedule.

Responsibilities

• Provide advanced client support via phone, email or chat.
• Handle routine tax questions using knowledge bases and tools.
• Process and escalate client complaints according to protocols.
• Schedule tax preparation appointments and assist with digital scheduling.
• Assist clients with office locations and tax office information.
• Track and communicate tax refund status information to clients.
• Assist with online account management and login issues.
• 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 tax software and digital tools.
• Manage and track customer inquiries through systems and protocols.
• Escalate complex issues with internal teams for resolution.

Skills

Customer service

Communication skills

Problem solving

Time management

Empathy

Bilingual English/Spanish

Education

High school diploma or equivalent

College degree or certificate

Tools

Microsoft Windows

Safari

Mobile apps

Web-based tools

Job description

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

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 escal 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 escal complex issues following established procedures, and partner with internal teams for issue resolution when needed
• Maintain current knowledge of tax-related products and services

Qualifications & Requirements

• 1+ years of professional experience in customer service, technical support, travel/hospitality, tax/financial services, healthcare, or administrative operations (6+ months of call center experience preferred).
• High school diploma or equivalent required; must successfully pass a background check and employment verification.
• English fluency at C1 level or higher (read, write, speak); bilingual roles require English (C1) and Spanish (B2) fluency.
• Flexible to work a 40-hour workweek across any shift within a 24/7 operating schedule.

Technical Aptitude & Multitasking

• Proficient in Microsoft Windows, Safari, mobile apps, and web-based application navigation.
• Translates complex technical concepts into clear, simple language for non-technical users.
• Navigates multiple computer systems and channels concurrently while maintaining a minimum typing speed of 35 WPM with high accuracy.
• Leverages internal knowledge bases and public documentation to research solutions rapidly.
• Delivers exceptional verbal, written, and active listening skills across phone, chat, and email support channels.
• Maintains a calm, polite, and empathetic tone to build rapport and uncover needs through strategic probing questions.
• Balances strong customer advocacy with adherence to company standards and guidelines.

Problem Solving & Execution

• Demonstrates strong time management and attention to detail while managing complex, fast-paced workflows.
• Maintains steady focus, energy, and commitment to completing tasks thoroughly without constant supervision.
• Adapts swiftly to operational changes and evolving toolsets.

Professionalism & Personal Drive

• Shows exceptional reliability, punctuality, and a strong work ethic under pressure.
• Self-motivated to meet and exceed personal performance metrics.
• Receptive to constructive feedback, using coaching as an opportunity for continuous personal growth.
• 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)