Customer Service Specialist 1 - Contingent

Job Title: Customer Service Specialist 1Location: Tempe AZ 85288 ( Hybrid)Duration: 06 - month (with possibly extension)Pay range $20-$24/hr.On W2 Job Description : In this contingent resource assignment, you may: Participate in or provide support for low complexity initiatives within Customer Service.Review basic or tactical issues, policies, or procedures for which answers can be quickly obtained related to low-risk tasks and deliverables with narrower impact in Customer Service.Receive direction from supervisor and exercise judgment within defined parameters while developing understanding of function, policies, procedures, and compliance requirements.Provide information to client personnel in Customer Service.Required Qualifications: 6+ months of Customer Service, Financial Services, or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education. Bilingual Spanish is a plus Call routing:During the pilot we'll prioritize routing retail leads, a higher incidence of which don't ultimately get confirmed, to triage agents when available, as well as DIB upon launchTriage agents will attempt to contact the customer to confirm business needTriage agents will route confirmed leads to dedicated sales consultantsWe will prioritize language needs via Spanish Speaking CS agents as neededReporting: manual tracking as CRV does not currently support campaign setup for monitoring Triage agents will be expected to maintain impeccable pipeline management including:Tracking contact attemptsScheduling calls with pilot sales agentsSuccinct and detail notetaking in referralsPilot sales consultants will be expected to manage:Callbacks after speaking with clientsFollowing up with customers on documentation/signingsWorking with contract validation and underwritingWelcome Call to ensure activation Referral Assignment:Triage agents will receive referrals from lead assigners in normal volumeThis allows triage agents to also handle inbound calls during pilotReferral volume for triage agents can be adjusted as we determine the best workload balancePilot sales consultants will not receive referrals from lead assignersThis allows sales consultants to be available for handoffs from triage Phone Skilling/Prioritization:Triage agents will remain BAU in the phone queuesIf we later decide to increase their priority this can be adjusted as neededPilot sales consultants will be removed from phone queues to avoid inbound callsThis will ensure they are available for handoffs from triage Feedback Sessions:Regular weekly calls with pilot agents to gather feedback on the successes of the pilot, what could be improved, and any customer feedback that might be gathered from callsExamine the number of referrals triage agents can successfully work in an hour/day to gauge what this might look like if applied across CSGather feedback from pilot agents to determine what is and what is not workingRecord any comments or feedback from clients regarding additional handoff (as applicable)Adjust pilot as needed to ensure accurate outlook of pilot's successReview overall pilot conversion rate compared to overall conversion rate of CS across the same period of time(as well as confirmed conversion vs overall CS)Evaluate feedback gathered by pilot agents and consider adjusting pilot for additional testing as neededDetermine effectiveness of triage model compared to one-call-close model
Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.  
 
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.