About the Company
TELUS Communications Inc. is a dynamic and leading telecommunications company in Canada, committed to connecting citizens to the services they need. We believe in harnessing the power of technology to make a positive impact on communities. Our team is dedicated to delivering exceptional customer service and innovative solutions across various sectors, including supporting government initiatives. Join a company that values diversity, inclusion, and the well-being of its team members.
Job Description
Are you passionate about helping others and eager to make a difference from the comfort of your home? TELUS is seeking dedicated Virtual Citizen Support Agents to assist individuals with inquiries related to government benefits. This is a unique opportunity to provide vital support, offering guidance and clarity on various programs, ensuring citizens can access the resources they need. We are looking for empathetic and detail-oriented individuals who thrive in a remote, flexible work environment and are committed to delivering outstanding service.
Key Responsibilities
- Respond to citizen inquiries via phone, email, and chat regarding government benefit programs.
- Provide accurate, clear, and comprehensive information about eligibility requirements, application processes, and program details.
- Document all interactions and resolutions accurately in the system.
- Escalate complex issues to senior agents or specialized departments when necessary.
- Maintain a high level of confidentiality and adherence to privacy regulations.
- Stay updated on changes and updates to government benefit policies and procedures.
- Collaborate with team members to share knowledge and improve support processes.
- Meet or exceed established performance metrics for quality, efficiency, and customer satisfaction.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Ability to empathize with citizens and provide compassionate support.
- Proficient computer skills and comfort navigating multiple systems simultaneously.
- High-speed internet access and a quiet, dedicated home workspace.
- Ability to work independently and manage time effectively in a remote setting.
- Basic understanding of customer service principles.
- Flexibility to work varied shifts within operational hours.
Preferred Qualifications
- Previous experience in a call center or customer service environment.
- Familiarity with government programs or social services.
- Bilingualism (English and French) is an asset.
- Experience working with CRM software or similar systems.
Perks & Benefits
- Competitive hourly wage with opportunities for performance-based incentives.
- Comprehensive health and dental benefits package.
- Paid time off and holiday pay.
- Extensive virtual training and ongoing professional development.
- Employee assistance program.
- Access to exclusive TELUS employee discounts.
- Flexible working hours to support work-life balance.
- Opportunities for career advancement within a large, stable organization.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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