Temporary Client Services Representative (US)

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful impact.

About the role

The Client Services Representative (CSR) ensures pleasant and seamless client experiences via inbound and outbound calls, chat, and email. CSRs provide product and service support, conduct research to resolve customer inquiries—including benefits offered by employers—and assist participants with enrollment. They represent and protect the brand, delivering professional and accurate customer connections through active listening, empathy, and proactive problem-solving to achieve first-interaction resolution.

Responsibilities

• Answer incoming calls from members to resolve issues, answer product inquiries, handle complaints, troubleshoot problems, and provide information about products and services, including benefit plan options.
• Utilize judgment and available resources to offer reasonable solutions and alternatives within company guidelines while managing risk exposure.
• Support member relationships by providing insights into specific offerings related to client products and services.
• Complete after-call support functions, including processing forms and applications, call disposition, resolution reports/logs, and required clerical processes, while interfacing with other departments.
• Identify customer trends and escalate to appropriate channels per client and company policies.
• Provide one-call resolutions to prevent repeat calls and deliver the brand promise consistently.

Requirements

• 2+ years of interactive customer service experience focused on issue resolution.
• High school diploma or equivalent required.
• Full fluency in English (written and spoken); bilingual fluency in French required for designated bilingual roles.
• Flexible to work 40 hours per week across shifts within operating hours (Mon–Fri, 8 AM–10 PM EST / 7 AM–9 PM CST / 5 AM–7 PM PST), including training periods. Availability for potential weekend shifts based on business needs.

Skills

• Technical Proficiency & Multitasking:
  • Ability to navigate multiple client software platforms, databases, and tools simultaneously with speed and accuracy.
  • Leverages internal knowledge bases, AI tools (chatbots, Copilot), and documentation to resolve issues independently.
  • Types at least 30 WPM with exceptional accuracy, grammar, and spelling.
  • Seamlessly logs notes and navigates systems while maintaining engaging, active customer dialogue.
• Customer Advocacy & Communication:
  • Delivers empathetic, patient, and friendly service, acting as an active advocate during high-stress customer situations.
  • Maintains a polished phone demeanor and communicates clearly across written and verbal channels.
• Problem-Solving & Critical Thinking:
  • Applies investigative questioning and critical thinking to uncover root causes and analyze complex information.
  • Exercises strong judgment to resolve challenging problems and execute difficult decisions independently.
  • Thrives in a high-volume, fast-paced environment and adapts quickly to process changes and scaling workloads.
  • Functions effectively as a self-directed problem solver while contributing positively to team goals.

Preferred Qualifications

• Associate’s Degree or higher education.
• Previous remote work experience.
• Previous call center, health insurance, and/or benefits experience.
• Previous pension and defined contribution experience.

Work-From-Home Requirements

• Dedicated, private home workspace free of distractions and interruptions.
• Established home internet connectivity with minimum download speed of 15 mbps and upload speed of 10 mbps.
• Ability to troubleshoot own devices and connectivity.

TELUS Values

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors reflective of our values:

• We passionately put our customers and communities first.
• We embrace changes and innovate courageously.
• We grow together through spirited teamwork.