Hybrid Contract CS Specialist - Bilingual Spanish

Motion Recruitment; Irving (TX); Hybrid; USD 28,000 - 34,000; Full time

Job summary

Motion Recruitment seeks a Customer Service Specialist for a long-term contract in Irving, TX (hybrid). You will support low complexity initiatives within Customer Service and review policies for quick answers related to low-risk tasks and deliverables.

The role requires strong communication, a track record of stable employment, and a willingness to work with a major financial services institution.

Qualifications

• 6+ months of Customer Service, Financial Services, or Contact Center experience or equivalent demonstrated through work, training, military experience, or education.
• Sales / Customer Service background.
• Great communication skills.
• Proven job history with a track record of stability.

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.
• 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

Skills

Customer service

Communication skills

Sales background

Stability track record

Bilingual Spanish

Job description

Motion Recruitment seeks a Customer Service Specialist for a long-term contract in Irving, TX (hybrid). You will support low complexity initiatives within Customer Service and review policies for quick answers related to low-risk tasks and deliverables.

The role requires strong communication, a track record of stable employment, and a willingness to work with a major financial services institution.