Customer Care Representative- Intermediate (H)

TELUS Digital; Las Vegas (NV); On-site; USD 36,000 - 48,000; Full time

Job summary

TELUS Digital in Las Vegas is seeking Travel Counselors to provide world-class service to Premium card members, booking leisure travel with a focus on domestic and international air, car, and hotel arrangements.

Travel Counselors will participate in an intensive training and mentoring program designed to provide the knowledge needed to become a highly-skilled Travel Counselor.

Qualifications

• Minimum 1–2 years of strong customer service experience.
• A true passion for travel and knowledge of destinations.
• Knowledge of international and domestic locations and spelling.
• High level of computer and internet navigation skills.

Responsibilities

• Provide extraordinary customer service to Premium card members.
• Own planning, research, and execution of customized travel experiences.
• Build professional relationships with Premium members for personalized service.
• Receive and send emails and phone calls to service providers.
• Follow-up to complete reservations or notify of schedule changes.
• Resolve issues with urgency and proper supervision.
• Deliver the brand promise with timely, professional responses.
• Contribute to a high-quality customer service standard daily.

Skills

Customer Service

Travel Enthusiasm

Multitasking

Communication Skills

Education

High school diploma or equivalent

Tools

Professional Booking Tools

Job description

Position Overview

Are you looking for a new opportunity to expand your knowledge and career in the travel industry? We are looking for strong individuals with shining personalities that have a passion for going the extra mile and building positive relationships. This is an ideal opportunity for an exciting career in the world of travel that redefines what great service truly means. The Travel Counselor role will provide world‑class customer service to Premium card members by creating memorable travel experiences while booking leisure travel with a key focus on domestic and international air, car, and hotel arrangements. Travel Counselors are responsible for providing travel information, booking reservations, servicing existing reservations, educating on company websites, and providing ticketing services. Travel Counselors will participate in an intensive training and mentoring program that is designed to provide the knowledge needed to become a highly‑skilled Travel Counselor. Candidates must arrive ready to impress, with a curiosity for learning, a self‑starter attitude and the drive to deliver extraordinary service. Note: This position is not a remote/work‑from‑home position. 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

• Provide extraordinary customer service to our Premium card members
• Own the planning, research, and execution of customized travel experiences
• Build professional relationships and rapport with our Premium card members in order to deliver personalized customer experiences
• Receive and send emails and phone calls to service providers (airlines, hotels, car rental companies)
• Follow‑up communications with card members (email, outbound call) to complete reservations, notify of schedule changes, etc.
• Resolve issues that may arise with card members with a sense of urgency with proper supervision
• Commitment to high‑quality customer service by ensuring response to calls and emails are resolved in a timely and professional manner
• Deliver the brand promise every day

Required Experience, Skills & Competencies

• Minimum 1‑2 years of strong customer service experience; having interacted with customers to provide resolutions and fulfill customer requests
• A true passion for travel; personal travel experience required
• Knowledge of international and domestic geographical locations, proper spelling of locations, points of interest, etc.
• Strong computer and internet navigation skills
• Strong service mentality with a willingness to go above and beyond for every customer
• Ability to service a Premium customer by exuding confidence and knowledge during all customer interactions
• Strong resilience and tenacity to overcome negative interactions and effectively problem solve
• Solutions driven with effective consultative and critical thinking skills, having the ability to listen to and anticipate customers’ needs, in turn offering confident recommendations
• Possess a can‑do attitude, curiosity and a healthy competitiveness
• Adaptable to change with the ability to think on their feet in order to accomplish goals
• Self‑reliant and able to thrive under pressure in order to handle critical situations
• Able to think outside the box to come up with innovative solutions
• Reliability and integrity driven; possessing enthusiasm and commitment in their work
• An effective team player who is able to also work independently
• Excellent grammar, enunciation, pronunciation, syntax verbal and written skills
• Demonstrate robust multi‑tasking skills (e.g. able to log calls and interact with the customer simultaneously)
• Resourceful in finding answers using available tools, best practices, and creative thinking
• High professional standards and the ability to work with diverse personalities
• Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 9:00 am - 1:30 am PST | 12:00 pm - 4:30 am EST | 7 days a week (subject to change based on business needs).
• Training schedule: 8:00 am - 8:00 pm PST | 10:00 am - 10:00 pm EST | 7 days a week up to 14 weeks (subject to change based on business needs)
• High school diploma or equivalent

Preferred Experience, Skills & Competencies

• Previous sales experience (soft sales, upselling)
• Previous hospitality experience
• Experience booking travel using professional booking tools

TELUS Values

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real‑world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise‑grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.