Temporary Customer Service Representative

Position Overview

Our Temporary Customer Support Representatives (CSR) play a crucial role in supporting one of the world’s leading tax preparation services. CSRs are the go‑to experts for customers seeking guidance on tax preparation products and services through phone, email or chat. They handle a diverse range of tax‑related inquiries using knowledge bases, tools and resources to provide comprehensive support across multiple service lines.

This position is fully onsite at 2251 S Decatur Blvd, Las Vegas, NV during all working hours, including training.

• Provide advanced client support via phone, email or chat on tax products and services
• Handle routine tax questions and issues using provided knowledge bases and support tools
• Process and escalate 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 to clients
• Assist with online account management, including troubleshooting login issues
• 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 tax‑related software and digital tools
• Manage and track customer inquiries through appropriate systems and protocols
• Identify and escalating complex issues following procedures, partnering with internal teams when needed
• Maintain current knowledge of tax‑related products and services

• 1+ year of professional experience in customer service, technical support, travel/hospitality, tax or financial services, healthcare or administrative operations
• 6+ months of call‑center experience preferred
• High school diploma or equivalent
• Fluent in English (C1 or higher); bilingual roles require English C1 and Spanish B2
• Strong communication skills; excellent verbal, written and interpersonal; ability to convey information simply and empathetically across phone, email, and chat
• Excellent customer service skills; build rapport, probe effectively, maintain empathy and composure, solve problems with resilience
• Technical proficiency: quick learning, knowledge of Windows, Safari, mobile apps, web‑based applications; communicate technical info to non‑technical audience; research using internal knowledge bases
• Strong time‑management, multitasking, attention to detail; thrive in fast‑paced environments; punctual, dependable, professional
• Self‑motivated, target driven; receptive to feedback
• Typing speed ≥35 WPM with excellent spelling and grammar
• Willingness to work a 40‑hour week during any day/shift; work hours 24/7 subject to change
• Must successfully complete background check and employment verification

• College degree or certificate
• 1+ year of experience in Technical (FTS) or Financial (FS) services

Telus is an equal opportunity employer committed to diversity and inclusion. All aspects of employment are based on applicant qualifications without regard to protected characteristics.