Bilingual Spanish - Client Service Agent

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 be expected to maintain impeccable pipeline management including: •Tracking contact attempts.

Job Title:  Bilingual Spanish Customer Service Agent
Duration:  (3 – 6) months with potential to convert
Location:  Irving, TX 75038
Schedule: 3 days a week in office Tue-Thurs in office (Mon and Fri WFH)
3 days a week in office Tue-Thurs in office (Mon and Fri WFH)
Note: During training process in first month, will be in office 5 days a week
 
Bilingual Spanish is a plus
Focus: Sales Experience
The business is looking for a polished, professional individual with strong sales and customer service skills. 

PRIMARY SKILLS/Experience:
• Sales / Customer Service Background
• Great Communication Skills
• Proven Job History with a track record of stability
 
•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
 
EEO: “Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”