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Client Representative, Customer Service - ADT (Resource Coordinator)

Vancouver, BC
Full Time
3 days ago

Ready to grow your skills and transform an entire industry?

Join our team

Who we are: ADT by TELUS

ADT by TELUS (formerly ADT Corporation) is a dynamic arm of the TELUS Group of companies which offers Home Security services across Canada. We joined the TELUS team in October 2019 and continue to operate and serve security needs in communities throughout Canada.

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

This is a career-shaping opportunity that will truly develop you into a distinguished Team Member in ADT by TELUS by working in and across our end-to-end Customer Commitment team. We operate in a lively and ambitious growth environment, collaborating with teams across multiple functions. You will actively engage with stakeholders and partner teams to deliver extraordinary customer experiences within our operations.

As a Client Service Representative on the ADT by TELUS team, you will take on the rewarding role of supporting our residential and business customers in a vibrant environment. Your primary responsibility will be supporting customer and technician inquiries as their first point of contact. Inquiries include questions about service appointments dispatch, service call bookings and day-to-day technician support and service offerings. This critical role provides end to end support for every Customer Commitment Team's customer.

Position Summary

The successful candidate will be responsible for:
    •providing customer satisfaction by efficiently dispatching qualified service requests to the proper technician(s) through determining factors such as location and account specific requirements •Prioritize jobs in each of the technician areas and regions through independent decision making on which work is most important and then dispatch direction accordingly to that technician •Adapt to work priority changes throughout technician(s) shift


What we're looking for:
    •Someone who genuinely enjoys interacting with other people and helping to resolve their issues •We would love to hear from you if you have 1-3 years' experience in a customer support role, ideally in a corporate environment •People with the ability to work effectively in a demanding environment while handling multiple tasks, prioritizing multiple activities and meeting deadlines •Individuals who love to share what they know and would be happy to provide mentorship and coaching to new Team Members •People who are as comfortable in verbal and written communication, who have a positive, collaborative and friendly attitude •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 •Passion for working in a dynamic, high performance culture and passio •Self-motivated, work well with minimal or no direct supervision •Commit to continuous learning. Demonstrate the ability to learn and apply learned skills to related situations and complete and pass all related courses •High School Diploma and Proficiency in English (written and verbal)

Tasks and Responsibilities
    •Effectively utilize customer support skills, technical abilities and ADT by TELUS resources to deliver best in class service to our internal/external customers •Provide quality service to increase customer satisfaction •Assign/ recall/ re-book the next job ticket to the service technician •Place systems on test and views signals for the service technician •Notify the Resource Coordinator if a service technician cannot complete or attend the job ticket as assigned; or a service technician requests more work to be assigned •Look and create ways to contribute to the ongoing improvement of the overall customer experience •Other duties as assigned •Must be able to work evenings and weekends*

    •Candidate must be fluently bilingual in French & English (spoken and written) •Call center experience with focus and outbound calls (ideally 1 - 3 years) •A basic understanding of contact center etiquette •Having a "can-do" attitude and a desire to learn and grow •No Sales experience required

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.
Customer Service and Support