Job Description

TELUS Agriculture & Consumer Goods (TAC) is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.Our team members include people like you enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.Here's the impact you will make and what we will accomplish togetherTAC is leveraging our world-leading technology and innovation to tackle one of the most pressing social challenges of our time achieving more efficient production while lowering the impact on the environment. We believe that by delivering data insights and digital solutions that empower and connect producers to consumers, we can improve the quality, safety, and sustainability of our food and consumer goods.We offer an unmatched suite of innovative solutions and purpose-built applications for every participant in the supply chain, from seed manufacturers and farmers through to grocery stores and consumer goods companies. Our solutions are comprised of the latest technologies that enable our customers to optimize their businesses with more accuracy, efficiency, and profit and create unified, trusted, and sustainable food and consumer goods value chains.You will be part of a dynamic team dedicated to being a primary virtual, customer-facing point of contact for our clients and their customers. Our team provides exceptional phone and email support for a variety of outsourced operational services specifically tailored to meet the needs of key Agribusiness clients. Our goal is to deliver white-glove service at every stage of the customer journey, consistently meeting or exceeding SLAs and ensuring a positive experience with each interaction.Here's how

• Represent and advocate for our customers by gaining a thorough understanding of their businesses, sharing accurate information, delivering high-quality service, and swiftly resolving any concerns.
• Manage and document all inbound and outbound customer interactions as a Level I or II specialistxe2x80x94calls, emails, and support casesxe2x80x94providing systems and program-related assistance.
• Meet or exceed service-level agreements (SLAs) and internal KPIs, ensuring client satisfaction and operational efficiency.
• Identify opportunities for improvement during periods of lower call and email volume, optimizing support processes.
• Log and report system issues using case management systems, collaborating with internal and customer technical teams for timely resolution.
• Capture and share customer feedback (Voice of Customer) with leadership to inform internal and customer stakeholder discussions.
• Participate in cross-training initiatives and assist in training new team members to enhance team performance.
• Collaborate with leadership to ensure best practices are developed and adhered to for optimal team efficiency.
• Provide feedback through user acceptance testing (UAT) of new system features, ensuring functionality aligns with team and customer needs.

What you bring

• College degree in Agriculture, Business Management, and/or Communication; Experience or knowledge in agriculture is strongly required
• Demonstrated experience in customer service, managing a high volume of phone and email interactions across multiple support inbound phone lines and email addresses (comprising at least 90-95% of daily tasks)
• Exhibit strong attention to detail and a sense of urgency in addressing customer inquiries and concerns
• Uphold a high level of professionalism and a dedicated commitment to meeting customer needs
• Adept and comfortable navigating multiple web-based systems simultaneously
• Exceptional interpersonal, written, verbal and telephone communication skills, with fluency in English and French
• Ability to operate effectively under tight timelines within collaborative team environments.
• Proven adaptability and success in thriving within dynamic and evolving work settings
• Demonstrated ability to perform well in a fast-paced and occasionally demanding work environment
• Proficient in Google Suite and Salesforce
• Bilingual experience is desired but not required

Note: This position requires a 40-hour work week. Your working hours are based on our customers' business requirements and may change seasonally dependent on call and email case volume to support our customers' businesses. You must be able to work a flexible 40-hour shift to support the workload, including late evenings (until 8:00 pm EST Monday through Friday), as well as a few Saturdays each year and the day after Thanksgiving (USA).Advanced knowledge of English is required because you will, most of the time, interact in English with external parties (clients, suppliers, candidates, external partners, etc.), interact in English with internal parties (colleagues, internal partners, stakeholders, etc.), as part of this position's main responsibilities, given its national scope.Join usCollectively, our talented team and integrated solutions uniquely position us to transform collaboration within the industry at a global level, empowering and connecting producers to consumers for a more efficient, sustainable future.Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS Agriculture & Consumer Goods, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.Do you share our passion for enabling remarkable human outcomes?Together, let's make the future friendly.AccessibilityTELUS Agriculture & Consumer Goods is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.We offer accommodation for applicants with disabilities, as required, during the recruitment process.#li-remote

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