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Client Service Manager I (Bilingual)

Location: 

Victoria, British Columbia, CA Calgary, AB, CA Montreal, Quebec, CA Toronto, ON, CA Vancouver, British Columbia, CA Ottawa, ON, CA Edmonton, AB, CA

Req ID:  2043
Jobs by Category:  Operations
Job Function:  Operations
Status:  Full Time
Schedule:  Regular

Description

 

Join our team

 

Peace of mind matters to our customers, so it matters to us. By using our premier networks, technology and services, we are making National and Commercial businesses safer and more convenient for our customers. TELUS' Smart Security team brings the power of smart-technology to life for our Enterprise customers. As we grow, we will continually strive to improve - and we’re seeking an agile, analytical, creative and motivated individual to be a part of our team and help bring the power of smart-technology to life.

 

Here’s the impact you’ll make and what we’ll accomplish together


 
As a Client Service Manager I, you will work directly with our top tiered National Account Customers to resolve their issues as quickly as possible. You will coordinate all facets of the installation, service, billing and monitoring support. you will engage directly with the customers and with teams across TELUS to solve the problem efficiently, effectively to ensure they feel supported. When issues arise you jump right in! You ask questions, you pull the right resources together, you offer your support to keep the lines of communication open with the customer, and you don’t stop until the issue is resolved and your customer is satisfied. 


 
Here's how:

 

  • Provide the customer above and beyond support and care 
  • Build new and existing customer relationships by listening and responding to your customer’s needs and concerns
  • Establish a sense of trust and confidence in your ability to deliver for the customer
  • Manage customer issues related to the event
  • Oversee daily tasks of Account Coordinators
  • Perform routine account audits and updates and recommend credit adjustments to accounts when necessary.  
  • Promote the full product line and services offered. 
  • Provide both oral and written presentations to potential customers explaining the operation of their equipment and applicable services. 
  • Strong G-Suite, Mastermind and AS400 capabilities
  • Measure success rate on customer contact
  • Follow up with customer to gather feedback on support provided
  • Provide a single point of accountability for escalated service-related inquiries and issues

Qualifications

 

You're the missing piece of the puzzle

 

  • You’re someone who genuinely enjoys interacting with other people and helping to resolve their issues
  • Experience in a customer support role, ideally in handling escalations
  • Relationship Building Capabilities: Genuine and compassionate approach to conflict resolution
  • Ability to work effectively in a demanding environment while handling multiple tasks, prioritizing multiple activities and meeting deadlines, whilst retaining a great sense of humor.
  • Confident Communication Skills: Clear, concise and influential in all aspects of communication to various audiences
  • Superior interpersonal skills with the ability to read different situations.
  • Ability to maintain highest degree of confidentiality, and anticipate needs, thinking logically and creatively, exercising good judgment and acting independently.
  • Self-motivated, work well with minimal or no direct supervision.
  • Analytical Approach to Problem Solving: Ability to analyze data to make decisions and problem solve complex customer issues - ability to think outside of the box
  • 5+ years of experience in a customer-facing/operational environment
  • Bilingual French and English

 

Great-to-haves

 

  • Knowledge of TELUS security products and processes 
  • Salesforce knowledge
  • Accounting or financial background

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. 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

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

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.