Customer Service Sales Consultant (contract)

Title: Customer Service Sales Consultant

Locations: 1150 W Washington St Tempe, AZ

Duration: 3 months

Work Engagement: W2

Work Schedule: 3 days in office/2 days remote

Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits

Summary:

Wells Fargo is launching an exciting sales pilot program designed to improve customer experience and conversion outcomes. This pilot tests a new triage‑based sales model that separates initial customer outreach from sales conversion, creating clearer roles, better handoffs, and stronger results.

You will be part of a high‑visibility pilot, working closely with leadership to help shape how this model could scale across the organization. This is a great opportunity for professionals with customer service, call center, or inside sales experience who enjoy structured workflows, collaboration, and customer interaction.

Responsibilities:

Triage Agent Responsibilities

Triage Agents serve as the first point of contact for assigned referrals and inbound calls, with a focus on confirming business needs and routing qualified leads.

Lead & Call Management

• Receive referrals from lead assigners at standard volume
• Handle inbound calls while managing assigned referrals
• Prioritize routing retail leads and DIB leads (upon launch) during the pilot
• Attempt contact to confirm customer business needs
• Route confirmed leads to dedicated Pilot Sales Consultants
• Support Spanish-speaking customers when language needs are identified
  
  

Pipeline & Documentation Management

• Maintain impeccable pipeline management, including:
• Tracking all contact attempts
• Scheduling calls with Pilot Sales Consultants
• Writing concise, accurate, and detailed referral notes
• Manually track activity and outcomes due to campaign reporting limitations
  
  

Operational Flexibility

• Referral volume may be adjusted as the pilot evolves to determine optimal workload balance
• Remain Business-As-Usual (BAU) in phone queues unless prioritization is adjusted later
  
  

Pilot Sales Consultant Responsibilities

Pilot Sales Consultants focus exclusively on converting confirmed leads and managing the post-handoff sales journey.

Sales & Follow-Up

• Accept warm handoffs directly from Triage Agents
• Conduct callbacks after initial client conversations
• Follow up with customers on required documentation and signings
• Partner closely with Contract Validation and Underwriting teams
  
  

Customer Activation

• Complete Welcome Calls to ensure successful account activation
• Provide a seamless and professional onboarding experience
  
  

Focus Model

• Will not receive referrals directly from lead assigners
• Removed from general phone queues to remain available for triage handoff
  
  

Feedback & Pilot Responsibilities (Shared)

• Participate in weekly feedback sessions to share:
• Successes and challenges
• Process improvement ideas
• Customer feedback gathered during calls
• Assist leadership in evaluating:
• Referrals worked per hour/day
• Pilot conversion rates vs. overall CS conversion rates
• Confirmed conversion vs. overall CS conversion
• Effectiveness of the triage model compared to the one-call-close model
• Provide insights to support pilot adjustments and future scaling decisions
  
  

Qualifications:

• Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.
• Strong customer communication and active listening skills
• Excellent attention to detail and documentation discipline
• Ability to manage multiple workflows simultaneously
• Comfortable working in pilot or evolving operational environments
• Collaborative mindset with sales, underwriting, and operations teams
• Prior experience in Customer Success, Sales, or Call Center environments (preferred)
• Bilingual Spanish & English (preferred)
• Experience managing referral pipelines or lead qualification (preferred)