Customer service / Helpdesk Analyst

This role is mainly about talking to customers, understanding their needs, and connecting them with the right team. You'll handle phone calls, confirm customer requests, answer basic questions, and keep accurate records of every interaction.

Job Title:  Customer service / Helpdesk Analyst

Duration:  3+months with potential to extend and/or convert 

Location:  Irving, TX 75038

Location: TEMPE, AZ 85281

Schedule: 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

Responsibilities:

Participate in or provide support for low complexity initiatives within Customer Service. 
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. 
 

Required 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.
 

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