Bilingual Customer Service Specialist

Tempe, AZ (Hybrid – Training for the first month is onsite, 5 days a week)

6-Month Contract (W2), Weekly Pay, 40 hours/week

Compensation: $25 - $27 per hour

ABOUT THE ROLE

Calculated Hire is seeking a detail-oriented and customer-focused Bilingual Customer Service Specialist for a hybrid role based in Tempe, AZ. This 6-month contract position offers the opportunity to play a pivotal role in lead qualification, customer outreach, and sales coordination. As the first point of contact for incoming referrals, you will confirm customer business needs, route qualified opportunities to sales consultants, and maintain accurate pipeline documentation throughout the customer journey. The ideal candidate thrives in a fast-paced environment, is highly organized, and can manage multiple customer interactions while delivering exceptional service. Spanish-speaking skills are strongly preferred to support our diverse customer base. You will work collaboratively within a team, participate in process improvement initiatives, and support both inbound and outbound customer communications. This is an excellent opportunity to contribute to pilot initiatives and help shape customer service operations.

WHAT YOU'LL DO

• Receive and manage inbound referrals from lead assignment teams
• Conduct outbound outreach to customers to confirm business needs and qualify opportunities
• Route confirmed leads to dedicated sales consultants for further handling
• Prioritize and support Spanish-speaking customers as needed
• Maintain accurate and detailed pipeline management activities, including:
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  • Tracking contact attempts
  • Scheduling appointments and callbacks
  • Entering concise and detailed referral notes
  • Updating customer statuses within internal systems
• Coordinate handoffs between triage agents and sales consultants to ensure a smooth customer experience
• Support inbound call handling while managing assigned referrals during pilot operations
• Follow up with customers regarding documentation, agreements, and required signatures
• Assist with contract validation, underwriting coordination, and onboarding activities
• Conduct welcome calls to ensure successful customer activation and satisfaction
• Participate in weekly feedback and calibration sessions to discuss process improvements, customer feedback, and pilot performance
• Track and report referral activity and conversion outcomes through manual reporting methods as needed
• Provide feedback on workflow efficiencies, customer experience trends, and process enhancements
• Adapt to evolving pilot procedures and workload balancing initiatives

WHAT YOU BRING

• Bilingual Spanish-speaking skills strongly preferred
• Previous experience in customer service, call center, sales support, or lead management preferred
• Strong verbal and written communication skills
• Excellent organizational and time management abilities
• Ability to multitask and manage a high-volume workflow
• Strong attention to detail and accurate documentation skills
• Comfortable handling inbound and outbound customer communications
• Experience with CRM systems and pipeline management tools preferred
• Ability to work independently and collaboratively within a team environment
• Proficient in Microsoft Office and related business applications
• Experience with lead qualification or sales triage processes a plus
• Ability to manage customer escalations professionally and efficiently
• Strong follow-up and relationship-building skills
• Analytical mindset with ability to provide operational feedback and process improvement suggestions

WHAT'S IN IT FOR YOU

• Hybrid work environment with initial onsite training and ongoing flexibility
• Opportunity to support pilot initiatives and process improvements in customer service operations
• Collaborative team setting with ongoing feedback and performance discussions
• Weekly pay and competitive hourly compensation
• Gain valuable experience in a fast-paced customer service and sales support environment

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