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

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.