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Client Support Facilitator

Reference ID: CUS05606-17

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Job Location icon
Edmonton, AB
Job Type icon
Full Time
Job Category icon
Customer Service and Support

You're part of a future friendly national team, one that embraces change and initiates opportunity, has a passion for growth, believes in spirited teamwork and has the courage to innovate. Our success is based as much on your dedication and hard work as it is on the innovative internet, voice, data and wireless products and solutions we offer.

Position Overview:

The Client Support Facilitator will offer field support in driving the TELUS Learning Centre (TLC) program adoption and support skill and ability enhancement for a designated area of stores. Focus will be on supporting the Solution Ambassador Program, TLC program, product knowledge and regional priorities. The Client Support Facilitator will partner with field management to help in-store capabilities to deliver connected life solutions to our customers.


The Client Support Facilitator is responsible for:

Program Adoption & Field Support:

    • Developing strong relationships with TELUS Store Reps, Store Managers and Area Managers to lead and coach towards objectives and performance targets • Proactively look for and execute creative ideas to drive TELUS' customer experience programs • Conducting analysis to identify opportunities and develop plans for client experience program support and reinforcement • Driving front-line knowledge through valuable store visits, store huddles and coaching • Supporting the execution of quarterly priority reinforcement for a designated region of stores • Managing and prioritizing time to support a defined area of stores

Training & Coaching:
    • Leveraging strong training and development capabilities to elevate field skills and abilities • Managing scheduling and deliver training to channels on TELUS programs and priorities • Leveraging subject matter expertise to transfer knowledge to sales reps on products, accessories and applications • Delivering and coaching on customer facing program


Required Knowledge:
    • Knowledge of/experience working in retail channel • Knowledge of telecommunications and mobility products considered an asset • Knowledge of web environments, social networks, systems, reporting, online media • Knowledge of TELUS Learning Centres considered an asset • Knowledge of adult learning principles • A love of wireless technology coupled with the ability and patience to simplify and demystify it for new users

Required Skills & Abilities:
    • Strong ability to develop relationships that can be leveraged to coach and influence • Demonstrated ability to drive performance within a customer-centric retail environment • Adaptability within a fast-paced, changing work environment • Solid time management capabilities • Excellent verbal and written communication skills • Demonstrated organization and problem solving skills • Competent in the use of MS Office (Excel, Word, PowerPoint) • Flexible schedule with ability to work around store operational hours • Ability to travel, access to a car, and a valid driver's licence is required for this role

Required Experience:
    • 2-3 years of progressive retail sales or customer service experience • 1-2 years' experience formally training and disseminating knowledge to adults • Retail management experience is considered an asset • University degree/college diploma (especially with a focus on adult learning) is an asset

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviours that are reflective of our values;
    • We embrace change and initiate opportunity • We have a passion for growth • We believe in spirited teamwork • We have the courage to innovate

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

The TELUS team is as diverse as the society we live in and the customers we serve. We're also passionate about creating success for our customers, our shareholders, our communities and our team. And we do so by living the TELUS values and delivering on our Customers First commitments .

Do you share our passion?

At TELUS, you create future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Posted: November 18, 2017
Closes:January 17, 2018