TELUS is home to a diverse team and a wide breadth of professional expertise. Laree Block, one of our incredible Digital Home Technicians based in Calgary brings this wide knowledge base directly to customers every day. We caught up with Laree to find out how she’s shaping her career and how TELUS is helping her along the way. Here’s what she had to share:
How would you describe your role at TELUS?
I’ve been part of the Digital Home Technician (DHT) team in TELUS Customer Solutions Delivery for a while now and it’s been really exciting! Primarily because I’ve had the chance to watch my role evolve into what it is today.
I get the privilege of connecting with our customers one-on-one every day and that’s what keeps my role so satisfying. On a daily basis my job can vary from educating an elderly customer on how to use their remote, to fully installing home phone, television and internet. My team is different from the traditional Installation & Repair Service Technicians you may have met in that we are a complementary workforce that specializes in the in-home aspects of service delivery. The most critical attributes you need for this job are an innate customer focus, sales aptitude and a healthy interest in technology.
One of the great things about my job is that every day is different. I meet so many interesting people that I otherwise would have never had the opportunity to meet. Getting to hear about what they do and have done in the past is a great way of making a connection with them and learning about their lives. At the end of the day TELUS customers are really just our friends, family and neighbors. So, it’s nice knowing I’m helping keep our community connected.
What steps in your career and education lead you here? Any tips for emerging professionals?
My path to this job has been unconventional to say the least. My background is in mechanical engineering and in the past I had solely worked in an office environment. I was looking for a change when I heard about this role. I was excited about the opportunity to have a hands-on role and be able to see technology from a user’s point of view instead of a design one.
I’m glad I took the risk and I’d suggest applying for any positions you find interesting. As my role doesn’t require training in outside work or climbing, my team is hiring based on personality, with a few educational requirements. My team members come from a wide range backgrounds and fields and that positively contributes to great diversity across the team.
Don’t be afraid to work at a job that is not traditionally defined for you. Working as a female technician, I often have customers constantly commenting about how surprised they are when I show up to service their home. I’m proud to be able to help demonstrate that our workforce is continuing to evolve and anyone can do what they set their mind to. Stereotypes shouldn’t limit what you want to do with your career.
How do you stay fresh and innovative? What keeps you up to date?
Communicate. Communicate. Communicate.
I cannot stress how important it is to stay connected with everyone around you. My best sources of knowledge are my peers and the customers I serve. I started 16 months ago and technology continues to evolve. Seeing how customers are using technology at home really allows me to adjust my recommendations to their needs and my team is always ready to discuss the latest updates in software, hardware and processes.
How has the TELUS culture impacted your role?
You know our tag line – The Future is Friendly? Well I think everyone here takes that to heart. Our team is extremely friendly and everyone is always willing to help.
Being part of such a diverse team really allows me to expose myself to a wide range of knowledge. If I don’t know how something works I know there is someone with a solid understanding or perspective I can tap into. What’s amazing is how well these same subject matter experts can adapt to change. I think that TELUS as a team embraces change for the better. I think my team is a fantastic example of that. We are continually trying new processes and watching what works and what doesn’t, while implementing improvements.
What is something you’ve accomplished at TELUS that you’re really proud of? Why?
I’m generally proud that every day I am able to make a difference in people’s lives. Staying connected is a necessary component of everyday lives and I’m happy that I can step into a home and connect the residents to the rest of the world. It’s gratifying seeing the immediate results and happy customers.
We think Laree did a fantastic job describing life at TELUS. Our Digital Home Technician team is growing — if you want to experience our diverse culture and sense of community first-hand then be sure to check out our current opportunities.
Loved Laree’s story? Have something to add? Be sure to comment or join the conversation on Twitter by using the @TELUS handle and let us know what you think.