Customer Services Representative; Temporary

Customer Services Representative (Temporary)

Our Customer Support Representatives (CSR) play a crucial role in supporting one of the world’s leading tax preparation services. In this dynamic position, CSRs are the go‑to expert for customers seeking guidance on tax preparation products and services. Whether it is through phone calls, emails, or chat interactions, they tackle a diverse range of tax‑related inquiries with confidence and precision. Utilizing provided knowledge bases, tools, and resources, CSRs provide comprehensive support across multiple service lines.

Note:

This position is fully onsite. All team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period.

• Provide advanced client support by communicating via phone, email or chat with external clients requiring assistance with tax‑related products and services.
• Handle routine tax questions and issues using provided knowledge bases and support tools.
• Process and escape client complaints according to established protocols.
• Schedule tax preparation appointments and assist with digital scheduling platforms.
• Support clients with office locations and general tax office information.
• Track and communicate tax refund status information to clients.
• Assist with online account management, including troubleshooting login issues and digital platform navigation.
• Support identity protection services and address tax identity theft concerns.
• Guide clients through tax preparation course enrollment and learning platform navigation.
• Provide technical support for various tax‑related software and digital tools.
• Manage and track customer inquiries through appropriate systems and protocols.
• Identify and elevate complex issues following established procedures, and partner with internal teams for issue resolution when needed.
• Maintain current knowledge of tax‑related products and services.

• 1+ years of professional working experience in one or more of the following fields: interactive customer service, technical support, travel/hospitality services, tax or financial services, healthcare or administrative operations.
• 6+ months of previous call center experience preferred.
• High school diploma or equivalent.
• Fluent in English (read, write, and speak at C1 level or higher); for bilingual roles, fluent in both English (C1) and Spanish (B2).
• Strong communication skills (verbal, written, interpersonal), empathy, active listening, and phone demeanor.
• Excellent customer‑service skills: building rapport, probing, problem solving, maintaining empathy and composure, resilience, and adherence to company standards.
• Technical proficiency: ability to learn technical information quickly; knowledge of Microsoft Windows, Safari, and mobile phone apps; navigation of web‑based applications; clear communication of technical information to non‑technical audience; research using internal knowledge bases.
• Strong time‑management, multitasking, and ability to work in fast‑paced, changing environments.
• Professional demeanor under pressure, punctuality, dependability, work ethic.
• Self‑motivated with passion for exceeding performance targets.
• Minimum typing speed of 35 WPM with excellent spelling and grammar.
• Flexibility to work a 40‑hour work week during any day/any shift as needed within the program’s hours of operation: 24 hours per day, 7 days a week (subject to change based on business needs).
• Must successfully complete a background check and employment verification.

• Any college degree or certificate.
• One or more (1+) year(s) of specific experience in Technical (FTS) or Financial (FS) services.

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.