Triage Agent (Contact Center Pilot Program) - AZ, TX

Customer Service Specialist 1 / Triage Agent (Contact Center Pilot Program)

Client: Financial Services

Location: Tempe, AZ / Dallas, TX Hybrid (3 days onsite TueThur; training 5 days onsite first month)

Contract Length: 3 months (intent to extend to 6+ months; possible conversion)

Pay Rate: $20 - $25

Top Requirements:

1. 6+ months of customer service or contact center experience
2. Strong communication skills and ability to manage customer interactions effectively
3. Strong organizational skills with attention to detail and ability to manage workflows/pipelines

Plusses:

1. Bilingual Spanish proficiency
2. Experience in financial services or banking environments
3. Experience with call routing, CRM tools, or pipeline tracking
4. Strong multitasking and time management skills
5. Experience with lead qualification or customer outreach calls

Job Summary:

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 related to low-risk tasks and deliverables with narrower impact. Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of policies, procedures, and compliance requirements. Provide information to client personnel in Customer Service.

Day-to-Day Responsibilities:

Customer Interaction & Triage

• Handle inbound and outbound customer calls to confirm business needs
• Route qualified leads to appropriate sales consultants
• Prioritize calls based on language needs (Spanish-speaking support when applicable)

Pipeline & Case Management

• Track contact attempts and maintain detailed records of customer interactions
• Schedule calls and follow-ups with sales agents
• Document clear and concise notes within referral systems
• Manage assigned referrals and ensure proper handling of each lead

Operational Support

• Support pilot program activities focused on improving customer routing and conversion
• Balance handling inbound calls along with referral management responsibilities
• Assist in adjusting workload based on referral volume and business needs

Collaboration & Feedback

• Participate in weekly feedback sessions to evaluate pilot effectiveness
• Share insights on customer interactions, challenges, and opportunities
• Collaborate with sales consultants and operational teams to improve processes

Performance & Reporting

• Support manual tracking and reporting of pilot performance metrics
• Assist in evaluating conversion rates and customer outcomes
• Maintain high standards of accuracy, responsiveness, and customer service