Member Experience Representative (Work from Home)

TELUS International
July 30, 2020
Fernandina Beach, FL
Job Type


Position Overview:

Our newest program is a research-driven, consumer-focused mental healthcare company working to unlock a new virtual care model for delivering healthcare to people living with a serious mental illness (SMI) through innovations in measurement science, and care delivery.

The Member Experience Representative position is responsible for ensuring pleasant and seamless client experiences. The position involves a blend of frontline customer support and back-office support operations, requiring successful communication with our external clients and partnerships with internal teams.

Note: This position is fully remote - Work from Home. This position requires candidates to be located in Florida, South Carolina, Oklahoma or Texas.

Specific Responsibilities May Include:

  • Conduct outbound calls (warm leads) to prospective customers to introduce our products and schedule appointments
  • Answer phone calls, emails, texts, chats, and more from prospective customers
  • Partner with internal and external operational teams to resolve all inbound client requests
  • Respond to customers in a professional, friendly, and timely manner to enhance our members’ knowledge and ensure a positive experience for them.
  • Manage sensitive issues while maintaining the highest level of professionalism
  • Recommend solutions to complex or escalated situations through research and critical thinking.
  • Share relevant, strategic insights regarding overall customer experience and service-related trends.
  • Own additional projects as needed.

Required Experience, Skills & Competencies

  • Demonstrated stable job tenure
  • Passion for helping people and technology in healthcare
  • Prior experience in customer service over phones, email, or live chat
  • Excellent communication skills - both written and oral
  • Strong computer and typing skills, very comfortable with web-based applications and navigation between tools.
  • Willing and eager to support new channels as needed (e.g., phone, social media).
  • Start up experience is a plus. Salesforce experience is a plus.
  • Ability to to perform duties objectively, devoid of inherent biases or personal beliefs
  • Strong emotional intelligence and resilience
  • Accurate and critical work attitude
  • Proclivity towards complying with procedures, policies and objectives set in place and taking a disciplined approach when undertaking tasks
  • Strong analytical and research skills
  • Ability to work in fast and evolving workflows
  • Ability to think critically and make quick decisions
  • Collaborative and has a growth mindset
  • Computer fluency and understanding of software and advanced internet functions
  • Strong spelling, grammar, and reading skills
  • Ability to maintain a high degree of confidentiality while meeting strict deadlines
  • Excellent communicator with the ability to explain complex and nuanced concepts
  • Perceptive, empathetic, and can proactively anticipate customer needs. Ability to adapt your tone and approach to fit a diverse range of customer personalities and situations.
  • Natural problem solver, understanding complex systems and seeking creative solutions to problems.
  • Team oriented while being able to operate independently.
  • Strong attention to detail and organizational skills.
  • You are reliable, accountable, and dependable.
  • You take ownership over the quality of your work and strive to improve.
  • High school diploma or equivalent

Work-From-Home Requirements:

  • Must be located in Florida, South Carolina, Oklahoma, or Texas
  • Dedicated, private home workspace free of distractions and interruptions
  • Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps
  • Understand own network environment at home
  • Ability to troubleshoot own devices & connectivity

TELUS Values:

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

  • We embrace change and initiate opportunity
  • We have a passion for growth
  • We believe in spirited teamwork
  • We have the courage to innovate

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

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