Customer Service Associate

Call Lewis View phone number on click.appcast.io

About the Company

Address: W Washington St Tempe, AZ 85288 HYBRID 3 days in/2 days remote. First month will be onsite 5 days a week for training.

About the Role

In this contingent resource assignment, you may participate in or provide support for low complexity initiatives within Customer Service.

Responsibilities

• 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.

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.

Required Skills

• Call routing:
• During the pilot well prioritize routing retail leads, a higher incidence of which dont ultimately get confirmed, to triage agents when available, as well as DIB upon launch.
• Triage agents will attempt to contact the customer to confirm business need.
• Triage agents will route confirmed leads to dedicated sales consultants.
• We will prioritize language needs via Spanish Speaking CS agents as needed.
• Reporting: 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 attempts.
• Scheduling calls with pilot sales agents.
• Succinct and detail notetaking in referrals.
• Pilot sales consultants will be expected to manage:
• Callbacks after speaking with clients.
• Following up with customers on documentation/signings.
• Working with contract validation and underwriting.
• Welcome Call to ensure activation.
• Referral Assignment:
• Triage agents will receive referrals from lead assigners in normal volume.
• This allows triage agents to also handle inbound calls during pilot.
• Referral volume for triage agents can be adjusted as we determine the best workload balance.
• Pilot sales consultants will not receive referrals from lead assigners.
• This allows sales consultants to be available for handoffs from triage.
• Phone Skilling/Prioritization:
• Triage agents will remain BAU in the phone queues.
• If we later decide to increase their priority this can be adjusted as needed.
• Pilot sales consultants will be removed from phone queues to avoid inbound calls.
• This 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 calls.
• Examine the number of referrals triage agents can successfully work in an hour/day to gauge what this might look like if applied across CS.
• Gather feedback from pilot agents to determine what is and what is not working.
• Record any comments or feedback from clients regarding additional handoff (as applicable).
• Adjust pilot as needed to ensure accurate outlook of pilots success.
• Review 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 needed.
• Determine effectiveness of triage model compared to one-call-close model.

Pay range and compensation package

Pay Rate: $24.0

Start Date: 09/07/2026

Position Type/Duration of Assignment: 6 month contract to start Possible extensions

Schedule (is based on department need): M F standard hours

Equal Opportunity Statement

We are committed to diversity and inclusivity.