Emergency Response CSR

Description and Requirements

Our CSRs will participate in an intensive training program designed to provide the knowledge needed to become a highly-skilled advocate for our customers. All CSRs will be equipped with the tools needed to become instrumental in assisting rideshare customers and drivers reporting an incident during a rideshare service. Candidates must be incredibly empathetic, have a self-starter attitude, strong critical thinking and problem solving skills, the ability to regulate their own emotions, maintain strong resilience and tenacity, and ensure that an extraordinary service is provided to every customer.

• Serve as the main point of contact and support for unforeseen incidents including accidents, via inbound and outbound calls, handling each call with compassion and empathy.
• Respond to a variety of incidents, such as:
• Driver needing help finding an additional ride for rider
• Food poisoning or allergy from a food delivery
• Report of left, lost or stolen items by rider or driver
• Name calling or discriminatory remarks between rider and driver
• Sexual harassment between rider and driver
• Car accident involving injuries, fatalities, or emotional distress of the driver and/or rider
• Parent of a rider involved in an accident looking for additional information
• Follow-up call from driver providing insurance information post accident
• Build professional relationships and rapport with each caller in order to deliver personalized experiences and solutions.
• Interpret, analyze, and anticipate the needs of each caller to effectively problem solve, provide accurate information, and direct callers to emergency services when necessary.
• Gather and document information from callers and third parties using probing questions and report each incident through the ticketing system.
• Maintain follow-up communication with callers to gather additional information and ensure reported incidents have been resolved.
• Handle a high volume caseload by staying organized and up-to-date on new policies, processes, and procedures.
• Maintain strong emotional regulation, resilience and tenacity with every customer interaction.
• Use available tools, resources, and critical thinking to effectively problem solve without supervision.
• Ad hoc duties as assigned.

• Minimum 1–2 years of strong interactive customer service experience, handling a high volume of customers.
• True passion for customer service and strong service mentality, showcasing an empathetic approach.
• Strong emotional intelligence and resilience to overcome negative and/or sensitive customer interactions.
• Sound coping, emotional regulation, and stress-management skills; calm demeanor.
• Ability to reassure and de-escalate customers; exude confidence, compassion, and knowledge during all interactions.
• Strong resilience and tenacity for critical or escalated interactions.
• Solutions-driven with effective consultative and critical thinking skills, listening to and anticipating customers’ needs.
• Ability to adjust and adapt to changes in a dynamic work environment.
• Self-reliant and resourceful, using available tools and resources under pressure.
• Ability to work in a team environment and independently.
• Robust multitasking, computer, and navigation skills (e.g., log calls while interacting).
• High professional standards with commitment to honesty and integrity.
• Ability to learn and retain new processes quickly.
• Flexibility to work a 40-hour week during any day/shift within 24/7 operation hours. Training schedule: 8:00 a.m.–5:00 p.m. PST, Monday–Friday up to 6 weeks.
• High school diploma or equivalent.
• Successful completion of a standard background check and drug screening.
• For bilingual positions, must be fluent in English & Spanish (C1 level).

• Previous call center experience.
• Previous emergency response experience.

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

$17.00 – $18.00 per hour.

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking,…