Customer Service Specialist

Customer Service Representative (Contingent) We are not accepting C2C or 1099 arrangements. Location: Tempe, AZ or Dallas, TX (Hybrid) About the Role As a Customer Service Representative, you will support day-to-day operations by assisting with customer inquiries, managing lead triage, and supporting sales handoffs. This role focuses on low- to moderate-complexity tasks and is ideal for individuals looking to build experience in customer service and financial services operations. You will work under direct supervision while developing your understanding of processes, policies, and compliance requirements. This is a contingent assignment with an initial duration of 3 months, with the potential to extend to 6+ months and possible conversion to a full-time role. Work Location & Schedule Hybrid schedule: 3 days onsite (Tuesday-Thursday), 2 days remote (Monday & Friday) Training period: In-office 5 days per week during the first month Office location: 1150 W Washington St, Tempe, AZ (or Dallas, TX equivalent site) Responsibilities Customer Support & Operations Provide support for customer service initiatives and handle low-complexity inquiries Review and resolve routine issues by applying established policies and procedures Communicate effectively with internal teams and customers to provide accurate information Lead Triage & Call Management Contact customers to confirm business needs and qualify incoming leads Route confirmed leads to dedicated sales consultants for follow-up Support inbound call handling while managing assigned referrals Prioritize language needs, including supporting Spanish-speaking customers when applicable Pipeline & Case Management Maintain accurate pipeline tracking, including: Documenting outreach attempts Scheduling follow-up calls Recording detailed and concise notes Ensure timely coordination between triage agents and sales consultants Sales Support Coordination Assist with customer follow-ups related to documentation and onboarding Support handoffs to sales consultants to ensure seamless customer experience Participate in customer welcome calls to help ensure successful activation Pilot Program Participation Engage in pilot initiatives designed to improve lead conversion and service efficiency Track performance metrics and contribute to manual reporting efforts Participate in weekly feedback sessions to identify opportunities for improvement Support testing of triage vs. one-call-close service models Required Qualifications 6+ months of experience in one or more of the following: Customer Service Financial Services Contact Center operations Or equivalent experience through education, training, military service, or consulting Preferred Qualifications Bilingual Spanish (preferred) Strong communication and organizational skills Ability to manage multiple tasks and maintain attention to detail Experience with CRM systems or pipeline tracking tools Additional Information This role is part of an active hiring initiative; similar positions may already be in progress Opportunity for long-term engagement and potential full-time conversion based on performance and business needs