Customer Success Solutions Specialist

TELUS Agriculture & Consumer Goods 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 together

TELUS Agriculture & Consumer Goods is leveraging our world-leading technology and innovation to create better producer-to-consumer outcomes. To do this, we are creating a unified, trusted and sustainable value chain that enables the most efficient production and logistics outcomes, while lowering the impact on the environment. We deliver actionable digital solutions and data insights that connect global supply chains, improving the safety, quality and sustainability of food and consumer goods, all in a way that's traceable and clear to the end consumer.

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 and move goods through supply chains with more accuracy, efficiency and profit to get the right products to shelf, at the right time and at the right price, creating more sustainable production and consumption outcomes.

• The Customer Success Solutions Specialist will serve on a team of individuals representing the virtual, customer-facing points-of-contact for our customers and their customers. The Customer Success Solutions team provides outstanding customer support for a range of outsourced operational services tailored to key Agribusiness clients and their customers. Our primary goal is to deliver exceptional service while meeting and/or exceeding SLAs, guaranteeing a positive experience at each touchpoint throughout the customer journey.

Here's How

• Gain a thorough understanding of our customers' business, products and/or programs
• Act as our customers' representative and advocate, ensuring delivery of accurate information, excellent service and resolving concerns in a timely manner
• Handle and document all inbound and outbound calls, emails and support cases from our clients and their customers assisting with systems and program related support
• Meet and/or exceed SLAs outlined in client contracts and internal KPIs
• Identify opportunities for efficiency gains and additional support during lower call and email volume periods
• Document and report system issues via a case management system for resolution with appropriate technical resources
• Merchandise customer Voice of Customer (VOC) with leadership to share with internal and/or key customer stakeholders
• Participate in cross-training/L&D and training new team members as needed
• Collaborate with leadership to prepare and ensure adherence to best practices
• Provide feedback through Quality Assurance (QA) testing of new system functionality

What you bring to this role

Credentials & Experience

• College degree, preferably in Agriculture, Business Management and/or Communication
• Demonstrated experience in customer service, managing a high volume of phone and email interactions (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.
• 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 with Google Suite and Salesforce
• Experience using AWS Connect preferred
• Proficiency in French would be a plus.

Important Role Requirement

• This position requires a 40-hour work week. Business hours are based on business needs 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 workload including late evenings (until 8:00 pm EST Monday through Friday), potentially two (2) Saturdays each year as well as the day after Thanksgiving.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Join us

Collectively, 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 Agriculture & Consumer Goods. 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.

Accessibility

TELUS 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

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