Customer Service Specialist 1 - Contingent

TEKsystems•Tempe, AZ

5d•$20 - $24•Hybrid

About The Position

This is a contingent position focused on outbound calls, aiming for 40-50 quality-focused calls per day. The role involves call routing, where retail leads and Direct Inbound Business (DIB) will be prioritized for triage agents. Triage agents will confirm customer business needs and route confirmed leads to dedicated sales consultants. Spanish-speaking agents will be prioritized for language needs. The role requires manual tracking for reporting as the current system does not support campaign setup for monitoring. Triage agents are expected to maintain impeccable pipeline management, including tracking contact attempts, scheduling calls, and detailed notetaking. Pilot sales consultants will manage callbacks, follow-ups on documentation, contract validation, underwriting, and welcome calls for activation. Triage agents will receive referrals from lead assigners, allowing them to handle inbound calls during the pilot, with referral volume adjustable. Pilot sales consultants will not receive direct referrals, ensuring availability for handoffs from triage. Triage agents will remain in their usual phone queues, while pilot sales consultants will be removed to ensure availability for triage handoffs. Regular weekly feedback sessions will be held with pilot agents to discuss successes, improvements, and customer feedback. The role will examine the number of referrals triage agents can handle, gather feedback from pilot agents, record client comments, adjust the pilot as needed, review conversion rates, and evaluate feedback to determine the effectiveness of the triage model compared to a one-call-close model.

Requirements

Entry Level experience
Ability to make outbound calls (40-50 per day)
Quality focused
Impeccable pipeline management
Tracking contact attempts
Scheduling calls
Succinct and detail notetaking
Ability to manage callbacks
Ability to follow up with customers on documentation/signings
Ability to work with contract validation and underwriting
Ability to conduct Welcome Calls
Ability to receive referrals
Ability to handle inbound calls
Ability to adjust referral volume
Availability for handoffs
Participation in feedback sessions
Ability to examine referral workload
Ability to gather feedback
Ability to record client comments
Ability to review conversion rates
Ability to evaluate feedback

Nice To Haves

Bilingual Spanish is a plus

Responsibilities

Make outbound calls (40-50 per day) with a focus on quality.
Route retail leads and DIB to triage agents.
Confirm customer business needs.
Route confirmed leads to dedicated sales consultants.
Prioritize Spanish-speaking agents for language needs.
Manually track data for reporting.
Maintain pipeline management, including tracking contact attempts, scheduling calls, and detailed notetaking.
Manage callbacks after speaking with clients.
Follow up with customers on documentation/signings.
Work with contract validation and underwriting.
Conduct Welcome Calls to ensure activation.
Receive referrals from lead assigners.
Handle inbound calls during the pilot.
Adjust referral volume as needed.
Be available for handoffs from triage agents.
Participate in regular weekly feedback sessions.
Examine the number of referrals triage agents can successfully work.
Gather feedback from pilot agents on what is working and what is not.
Record client comments or feedback regarding additional handoff.
Adjust pilot as needed to ensure accurate outlook of pilot’s success.
Review overall pilot conversion rate compared to overall conversion rate of CS.
Evaluate feedback gathered by pilot agents and consider adjusting pilot for additional testing.
Determine effectiveness of triage model compared to one-call-close model.