In this contingent resource assignment, the selected candidate will support low-complexity initiatives within the Customer Service function. The role focuses on handling routine tasks, providing client support, and ensuring efficient lead management and communication processes.

Locations: Irving, TX / Tempe, AZ

Key Responsibilities

• Participate in and support low-complexity Customer Service initiatives.
• Review and address basic operational issues, policies, and procedures, delivering prompt resolutions for low-risk tasks with limited scope.
• Work under the direction of a supervisor while applying sound judgment within defined guidelines.
• Develop an understanding of departmental functions, policies, procedures, and compliance requirements.
• Provide accurate and timely information to internal and external client personnel.

Lead Management & Call Routing

• Route incoming leads based on priority and availability:
  • During the pilot phase, prioritize retail leads (which may have a lower confirmation rate) to triage agents.
  • Post-launch, include DIB (Designated Internal Business) routing.
• Triage agents will:
  • Contact customers to confirm business needs.
  • Route qualified and confirmed leads to dedicated Sales Consultants.
• Ensure language-specific routing by assigning Spanish-speaking Customer Service agents when required.
• Maintain manual reporting and tracking processes, as current systems (CRV) do not support campaign-level monitoring.

Triage Agent Responsibilities

• Maintain strong pipeline management practices, including:
  • Tracking all customer contact attempts.
  • Scheduling appointments with pilot sales agents.
  • Recording clear, concise, and detailed notes in referral systems.

Sales Consultant Responsibilities

• Manage customer engagement and follow-up activities, including:
  • Conducting callbacks after initial customer interactions.
  • Following up on documentation and agreement signings.
  • Coordinating with contract validation and underwriting teams.
  • Conducting welcome calls to ensure successful client onboarding and activation.

Required / Preferred Skills

• Strong communication, organization, and interpersonal skills.
• Ability to manage multiple tasks while maintaining attention to detail.
• Basic understanding of Customer Service processes and tools.
• Bilingual Spanish is a plus to support diverse customer needs.

Apply now