Customer Service Representative

TELUS Digital · Las Vegas, Nevada

FULL TIME

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 escalate 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 escalate complex issues following established procedures, and partner with internal teams for issue resolution when needed

Maintain current knowledge of tax-related products and services

Required Experience, Skills & Competencies

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)

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.

Customer Engagement & Omnichannel Communication

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.

Preferred Experience, Skills, & Competencies

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)

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.

Company	TELUS Digital
Location	Las Vegas, Nevada
Type	FULL TIME
Niche	Full-time

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