Customer Care Representative- Senior

TELUS Digital; Las Vegas (NV); On-site; USD 60,000 - 90,000; Full time

Job summary

TELUS Digital, an equal opportunity employer, seeks a leadership-support professional in Las Vegas to partner with Team Leaders, coach and develop teams, and ensure program goals are met. You will support front-line agents via chat and in-person, deliver training, and conduct quality evaluations to drive improvements.

Responsibilities include frontline assistance, escalation management, and ensuring attendance and performance targets are met.

Qualifications

• Currently a Team Member in the H&R Block campaign
• 3 months to 1 year front line agent experience
• 3 months to 1 year of leadership experience would be an asset
• Current or previous Mentorship role - floor walking is considerable
• Meeting or exceeding all metrics in your current role
• Minimum of 90% attendance
• No hint 2 or 3
• Flexible availability
• Consistently displaying a high performance and ownership attitude
• Current or previous Mentorship role
• Flexibility to work a 40 hr work week during any day/any shift as needed within the program's hours of operation: 5:00 am - 6:00 pm PST 5 or 6 days a week (during HRB "off season"), 5:00 am - 10:00 pm PST, 7 days a week (during HRB "peak season")
• High school diploma or equivalent

Responsibilities

• Assist the Team Leader to coach and develop their assigned Team
• Provide support for our Team Leads
• Support agents by assisting them and answering questions via Support Chat or in person in floor walking capacity
• Deliver huddles and training as requested by the Team Leader to support learning and development
• When requested by the Team Leader to perform quality evaluations; using extraordinary care, guidelines and provide feedback to the Team Leader and the agent, to coach for improvement.
• Evaluations could be via live monitoring, recorded calls or side by side opportunities.
• Take Supervisor Escalation calls, Coach individual agents for improvement when required
• Escalate situations to the Team Leader as appropriate when there are issues with queues that present a risk to the business
• Be available for the front line support. Required to complete front line call/chat support for a portion of their shift
• Other duties as required

Skills

Leadership

Coaching

Customer service

Communication

Mentorship

Attendance

Flexible availability

Front line support

Problem solving

Education

HS diploma

Undergrad preferred

Job description

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

Position Overview:

This position plays a critical leadership support role for the overall success of their Team. They work side by side with a Team Leader to ensure the Team meets its program goals as well as facilitate retention and satisfaction of employees, by coaching and developing their assigned team.

Specific Responsibilities May Include

• Assist the Team Leader to coach and develop their assigned Team
• Provide support for our Team Leads
• Support agents by assisting them and answering questions via Support Chat or in person in floor walking capacity
• Deliver huddles and training as requested by the Team Leader to support learning and development
• When requested by the Team Leader to perform quality evaluations; using extraordinary care, guidelines and provide feedback to the Team Leader and the agent, to coach for improvement.
• Evaluations could be via live monitoring, recorded calls or side by side opportunities.
• Take Supervisor Escalation calls, Coach individual agents for improvement when required
• Escalate situations to the Team Leader as appropriate when there are issues with queues that present a risk to the business
• Be available for the front line support. Required to complete front line call/chat support for a portion of their shift
• Other duties as required
• Currently a Team Member in the H&R Block campaign
• 3 months to 1 year front line agent experience
• 3 months to 1 year of leadership experience would be an asset
• Current or previous Mentorship role - floor walking is considerable
• Meeting or exceeding all metrics in your current role
• Minimum of 90% attendance
• No hint 2 or 3
• Consistently displaying a high performance and ownership attitude
• Current or previous Mentorship role
• Flexibility to work a 40 hr work week during any day/any shift as needed within the program's hours of operation: 5:00 am - 6:00 pm PST 5 or 6 days a week (during HRB "off season"), 5:00 am - 10:00 pm PST, 7 days a week (during HRB "peak season")
• High school diploma or equivalent
• Undergraduate degree is preferred or an equivalent combination of education and experience
• Has a demonstrated passion for service, extraordinary care with ability to resolve customer issues and concerns
• Can inspire loyalty to our customers brand
• Strong consultative coaching skills with the ability to confidently motivate and inspire a team

Internal Transfer Eligibility

In order to be considered for a transfer to another role, campaign or position, Team Member must:

• Have been in their current role for a minimum of 6 months
• Have no active Hint 2 or 3
• Be meeting or exceeding performance requirements
• Be a current TELUS Health RBS team member

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

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Description

Position Overview:

This position plays a critical leadership support role for the overall success of their Team. They work side by side with a Team Leader to ensure the Team meets its program goals as well as facilitate retention and satisfaction of employees, by coaching and developing their assigned team.

Specific Responsibilities May Include

• Assist the Team Leader to coach and develop their assigned Team
• Provide support for our Team Leads
• Support agents by assisting them and answering questions via Support Chat or in person in floor walking capacity
• Deliver huddles and training as requested by the Team Leader to support learning and development
• When requested by the Team Leader to perform quality evaluations; using extraordinary care, guidelines and provide feedback to the Team Leader and the agent, to coach for improvement.
• Evaluations could be via live monitoring, recorded calls or side by side opportunities.
• Take Supervisor Escalation calls, Coach individual agents for improvement when required
• Escalate situations to the Team Leader as appropriate when there are issues with queues that present a risk to the business
• Be available for the front line support. Required to complete front line call/chat support for a portion of their shift
• Other duties as required

Required Experience, Skills & Competencies

• Currently a Team Member in the H&R Block campaign
• 3 months to 1 year front line agent experience
• 3 months to 1 year of leadership experience would be an asset
• Current or previous Mentorship role - floor walking is considerable
• Meeting or exceeding all metrics in your current role
• Minimum of 90% attendance
• No hint 2 or 3
• Flexible availability
• Consistently displaying a high performance and ownership attitude
• Current or previous Mentorship role
• Flexibility to work a 40 hr work week during any day/any shift as needed within the program's hours of operation: 5:00 am - 6:00 pm PST 5 or 6 days a week (during HRB "off season"), 5:00 am - 10:00 pm PST, 7 days a week (during HRB "peak season")
• High school diploma or equivalent

Preferred Experience, Skills & Competencies

• Undergraduate degree is preferred or an equivalent combination of education and experience
• Has a demonstrated passion for service, extraordinary care with ability to resolve customer issues and concerns
• Can inspire loyalty to our customers brand
• Strong consultative coaching skills with the ability to confidently motivate and inspire a team

Internal Transfer Eligibility

In order to be considered for a transfer to another role, campaign or position, Team Member must:

• Have been in their current role for a minimum of 6 months
• Have no active Hint 2 or 3
• Be meeting or exceeding performance requirements
• Be a current TELUS Health RBS team member

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

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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.