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Loyalty & Retention Representative - Mobility Team


Burnaby, British Columbia, CA

Req ID:  28709
Jobs by Category:  Contact Centre
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Do you share our passion for:

•    Advocating for our customers’ needs and creating a personalize experience
•    Genuinely displaying humanity in every customer interaction
•    Being an exceptional communicator – listen, honest and clear
•    Getting things done by leveraging each other’s unique talents
•    Proactively adapting to meet the changing needs of our customers


Key Responsibilities:  
The Loyalty and Retention role offers you the opportunity to be the voice of TELUS to our mobility customers.  Together with the customer, you will analyze product and service requirements and develop positive solutions that are mutually beneficial for the customer and for TELUS.  

We have two primary objectives:  

Our first objective is to resolve complaints and reduce product cancellation by promoting client loyalty. Handling client queries related to accounts and billing, programs, promotions/campaigns and products and services will underpin our competitive advantage.  

Our second objective is to promote value generation solutions that will enhance customer’s value and increase TELUS revenue.

Hours of operation:  


The L&R call center operates 7 days a week. Shifts are scheduled based on a tenure-based system and posted 5 weeks in advance. 
Currently the hours of operation are:  

•    9:00 am to 7:15 pm Monday to Friday
•    9:00 am to 7:15 pm Saturday, Sundays & Stat Holidays


The Challenge:  
Your immediate and ongoing challenge is to ensure that customer needs are understood, and that appropriate solutions are presented and sold.  This means that complaints are addressed at the first point of contact whenever possible.  Business unit and performance objectives must meet or exceed target!  And, you must develop and sustain cooperative and productive interdepartmental relationships to expedite problem resolution.  


What's in it for you?   

At TELUS, we understand that a big part of our success comes from the people we hire, which is why we honor our employees with an excellent compensation package with a starting wage of $24.09 per hour. You can also take advantage of our campus setting complete with paid training programs, state-of the-art equipment and career development planning that will help you gain the tools needed to help you shift your career into high gear in various exciting roles, including quality coaching, floor support, front-line management, training and IT support.  Also, in order to insure your success in your new role, you will be provided with a minimum of 12 weeks full-time paid training for which you must be available to attend.  


After training you may be scheduled to work up to 37.5 hours per week.  We are hiring both full-time and part-time positions for an early October start date.    

Our culture supports a learning-based environment supported by pay-for-performance and a personal life balance.  In many of our contact centres there are opportunities for you to become eligible for our At Home Agent program.   

The TELUS At Home Agent Program is an innovative work arrangement that enables team members to carry out their work responsibilities from home, rather than from the traditional office location.  An At Home Agent is able to work from a dedicated workspace within their homes using the same desktop tools as a team member who works in the office. All new employees start in the office environment and have the option to apply for the AHA program during internal postings.  

Required Skills and Abilities:  

•    Friendly, effective negotiation skills
•    Customer service experience; professional oral communication skills and a pleasant interpersonal demeanor with customers
•    The ability to collaborate with other departments in an efficient and timely manner
•    Must be able to accurately initiate and/or update service orders to ensure successful order fulfillment and delivery
•    Must have accurate and efficient keyboarding and data entry skills
•    Must be able to operate on-line systems and be comfortable using PC-based applications
•    Must pass all initial training and testing requirements


Additional Requirements:  

•    You have the ability to work various shifts including evenings, Saturdays, Sundays, and statutory holidays based on business requirements   
•    Reliability and regular attendance is essential
•    Familiarity with voice and data/IP products and services is an asset
•    Must be available to attend a minimum of 12 weeks full-time paid training - this will be "return to office hybrid training" - meaning that your first 10 days of training will require you in office and then you will train from home and then you will be back in office to finish out your training.  More information to come on this.

A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.





Contact Centre

Do you live, breathe, and sleep customer care? We do – every single one of us. We understand what a great customer experience is.

We are honoured to be recognized

1.98 million
High-speed Internet subscribers

1.16 million
TELUS TV customers

15.5 million
Residential and wireless subscribers


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.