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TELUS Monitoring Agent - Eastern Provinces - Bilingual (French & English)


Montreal, Quebec, CA Matane, Quebec, CA Sherbrooke, Quebec, CA Amqui, Quebec, CA St-Leonard, Quebec, CA Hull, Quebec, CA Quebec City, Quebec, CA Saint-Jean-sur-Richelieu, Quebec, CA Joliette, Quebec, CA Trois-Rivieres, Quebec, CA Dieppe, New Brunswick, CA St John's, Newfoundland, CA Dartmouth, Nova Scotia, CA Drummondville, Quebec, CA Halifax, Nova Scotia, CA Laval, Quebec, CA Gatineau, Quebec, CA Fredericton, New Brunswick, CA Gaspe, Quebec, CA Rimouski, Quebec, CA Moncton, New Brunswick, CA St-Laurent, Quebec, CA Prince George, British Columbia, CA

Req ID:  20788
Jobs by Category:  Contact Centre
Job Function:  Customer Care
Status:  Full Time
Schedule:  Regular

Do YOU share OUR real passion for:


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


Position Overview


As a Monitoring Station Specialist within our Home Solutions team, you will be the voice of TELUS' residential and home-based business customers.  You will provide outstanding customer care in a call center environment to our clients. You will process customer queries related to various alarm signals; burglary, fire, panic, medical alarms and other matters of interest in a professional and timely manner; while ensuring excellent customer service by communication with the internal team.  You will also be communicating with emergency services to transmit requests for assistance and ensuring the safety of our customers and their property.


Note: The Monitoring Station call center operates 7 days a week, Mon-Sunday. This is a regular, part-time position with the potential to be scheduled full time hours. Full time availability: 37.5 hours per week, is required.


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, including benefits and starting salary of $ 21.00 per hour with a performance-based incentive program.

You can also take advantage of our virtual campus setting complete with paid training programs, state-of the-art equipment, e-Lofts, cyber cafes 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 Information Technology (IT) support. Also, in order to insure your success in your new role, you will be provided with 2-3 weeks full-time paid training for which you must be available to attend. 


Required Skills & Abilities:

  • High School Diploma and/or equivalent
  • Bilingual (French/English) or Unilingual French
  • Knowledge of Microsoft Office suite
  • Use of proper tone and attitude to properly understand the caller’s needs to respond appropriately with actions and/or words
  • Maintain composure, patience and professionalism in the face of adversity
  • Adapts communication style to de-escalate or defuse emotionally charged situations
  • Successful experience in a call center role and/or customer service environment
  • Demonstrates ability to remain open-minded and willing to change opinions based off new information
  • Demonstrates personal accountability to the team and company by respecting the needs and expectations set forth by the schedule
  • Able to maintain a high level of performance under the pressure of time constraints and a fast-paced, changing environment
  • Able to analyze unique situations, utilize problem-solving skills, and provide timely conflict resolution
  • Good judgment, capacity to take initiative and make quick decisions
  • Excellent communication skills (verbal and written)
  • Positive and energetic
  • Experience in a monitoring station environment would be considered a valuable asset


Additional Note: 


This will be a temporary work from home position for the foreseeable future.

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.