Helpdesk Analyst

This role is mainly a customer service + sales/lead support position, not a traditional IT helpdesk role.

•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