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Senior Client Representative (Bilingual)

Location: 

Ottawa, ON, CA Sudbury, ON, CA Sault Ste. Marie, ON, CA Surrey, British Columbia, CA Victoria, British Columbia, CA Vancouver, British Columbia, CA Moncton, New Brunswick, CA

Req ID:  27771
Jobs by Category:  Contact Centre
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Description

Join our team

Safety matters to our customers, so it matters to us! By using our technology and services, we are making homes and businesses safer and more convenient for our customers. We are bringing the power of technology to life for our customers and we’re always pioneering innovative equipment and services to keep our customers safe.  We are passionate about ensuring we put our customers first and your cleverness with technology and intuitive problem-solving nature will make you a great fit for our team. 

Here's the impact you'll make and what we'll accomplish together:
 
The provisioning team is responsible for working with installation and service technicians to provision/activate new installations or service upgrades of alarm panels. As a Senior Client Representative with our team, you will ensure that all new accounts are set to TELUS standards with complete testing of equipment, validation of account information and updating of zone information prior to placing the system in service for monitoring. You will also be responsible for activating cellular radios on new installations or service upgrades as well as managing data updates for commercial customers and complex residential customers.
 
Here's how:

  • With your outstanding customer service skills you will ensure client queries and needs are handled as the first point of contact or forwarded to the appropriate department if needed.  
  • You'll handle inbound calls from Technicians and validate multiple data points and system requirements before placing system in service (includes residential, small business, and commercial)
  • You will create, cancel, and make updates to a variety of clearinghouse providers (alarm.com, AlarmNet, Connect24)
  • You will assist Technicians with proper setup and configuration of clearinghouse providers (excluding programming)
  • Reviewing ‘actions’ from the business for day-to-day account updates for commercial accounts
  • Participating in small and large scale data entry cleanup projects, as required
  • Ensuring service orders are initiated and processed and account information/records are maintained in an accurate and timely manner

Qualifications

 

  • Bilingual fluency (English & French) in both oral and written
  • Successful experience in a customer service/call center environment
  • Strong understanding of Central Alarm Monitoring processes, procedures & systems
  • Familiarity with voice and data/IP products and services is an asset
  • Ability to present a professional image and communicate effectively
  • Aptitude for customer service
  • Excellent written skills (replying to customer email inquiries, making clean data entry updates)
  • Skilled in Google Suite (Meet, Drive, Gmail) and Microsoft Software’s (Outlook, Excel, Word)
  • Ability to multitask in a fast paced environment
  • Must possess keyboarding skills
  • Maintain a high degree of accuracy and attention to detail
  • Ability to effectively compile information, analyze data and make sound judgments
  • Be willing and able to work various shifts including evenings, weekends and statutory holidays, based on business needs
  • Must possess Personal Computer navigational skills
  • Demonstrated professional oral and written communications skills
  • Self-motivated, work well with minimal or no direct supervision
  • Ability to work within a team
  • Ability to effectively handle both favourable and unfavourable customer interactions
  • Demonstrated ability to identify problems and situations, take appropriate action, implement solutions or escalate as required
  • Ability to work effectively in a team environment and collaboratively with other departments
  • Maintain a high level of performance under the pressure of time constraints and a fast-paced changing environment
  • Demonstrated ability in planning and organizing to meet scheduled deadlines
  • Commit to continuous learning. Demonstrate the ability to learn and apply learned skills to related situations and complete and pass all related exams
  • Must meet applicable testing requirements

 

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

Accessibility

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.