Customer Care SME - First American DBS (Texas Taxes)

Customer Care SME - First American DBS (Texas Taxes)

Last day to apply: Monday, November 9th

***Applicants should be available and willing to work on site and/or from home depending on business needs.***

Position overview:

The Customer Care SME is responsible for supporting Operations team leaders in various activities of the operation such as knowledge and queue support, among others. This position will also work for First American DBS through assigned tasks in the LOB; providing excellent service, and meeting clients expectations. Will be in charge of all  technical escalations, and will be the direct point of contact with the onshore technical team for resolution.

Key responsibilities:

In addition to daily responsibilities on the LOB, the Customer Care SME will also provide floor support when needed, handle escalations and complex scenarios. This position will use high-level decisions to implement the policies and procedures established by the account to drive innovation and satisfaction with our customers, analyze data and provide findings to Coach, Customer Experience Analyst and Team Leader in order to correct or improve CSR’s performance.

Requirements:

***Minimum of 6 months at the current position within FA DBS Account ***

• Meeting or exceeding all metrics in your current role for the last 3 months.
• Minimum of 95% attendance.
• Minimum of 6 months as an employee of TELUS International.
• No Active disciplinary processes.
• Schedule flexibility.
• Completed the position-specific required course from the Learning Multiverse Fundamentals - Mandatory

Core Competencies:

• Managing self development
• Embracing technology
• Focusing on customers
• Giving support

Functional competencies:

• Microsoft Office - Advanced
• Customer Service - Advanced
• Quality Processes - Advanced
• Navigational skills (Multitasking)
• DataBase Management - Preferred

Qualifications:

• English - B2:

• Oral and written comprehension

• Appropriate use of language

• A third-year level or graduate of Business Administration, Industrial Engineering or related career - Desirable
• Experience in similar jobs - Desirable

If you have questions or comments about this open position write to:

[email protected]

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

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.