Customer Service Specialist 1 - Contingent

Description outbound calls, 40-50 per day, quality focused. 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 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 pilot's 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 Additional Skills & Qualifications Bilingual Spanish is a plus Experience Level Entry Level Job Type & Location This is a Contract position based out of Tempe, AZ. Pay and Benefits The pay range for this position is $20.00 - $23.50/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Tempe,AZ. Application Deadline This position is anticipated to close on Jun 10, 2026. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.aa415a4b-8b21-40fc-a65c-70d2b25ca29a