Job description

Description

Intake Specialist (Client Service - Sales)

Heard and Smith, LLP was founded on the principles of compassion, humility and the relentless desire to pursue financial assistance for our clients. Our law firm has been helping the disabled for over 30 years and has a proven record. Do you have a heart for those in need? We are seeking individuals with excellent customer relations, strong work ethic, and a true desire to help others. Being part of the Heard and Smith team is more than a job; each day provides you with opportunities to change someone’s life!

Fast-paced, professional environment;
Fulfilling, challenging, and rewarding;
Great team environment;
Paid Holidays, Accrued Paid Time Off (FT only);
Great Medical Benefits Package (FT only);
Wellness Program (FT only);
Competitive Salary $14.50-$16.50 per hour with potential for incremental increases during your first 180 days up to an additional $2/hour based on performance.
401k with Annual Employer Profit-Sharing contributions (historically 5% annual salary - employee contributions not required!)

As the Intake Specialist you are the first point of contact for potential clients who are seeking Social Security Disability (SSD) and/or Social Security Income (SSI) assistance. In a call center environment, you will guide potential clients through a screening process (triage) to determine eligibility for SSD/SSI and if eligible, invite them to become a client. You will assist clients in the completion of initial applications as well as addendums and updates for submission to the Social Security Administration.

In this role you will:

Build the initial client relationship and confidence in our firm with every prospective client interaction
Take 150 – 200 calls per day in a professional inbound/outbound call center environment
Sign up 4 new cases per day to the firm
Be expected to meet occupancy and adherence goals
Be expected to maintain a minimum call quality score of 90%
Consistently build the client relationship and confidence in our firm with every client interaction while proactively contacting clients to ensure the relationship is maintained
Solve problems and maintain confidentiality
Keep updated records and detailed documentation of client interactions, concerns, and complaints in a paperless database system
Use good judgment to discern what issues may be urgent and need a manager’s or director’s attention immediately

To be successful as an Intake Specialist you will need:

High School Diploma; Degree preferred; or equivalent combination
Call center and customer service experience
Strong people skills
Excellent telephone, communication, and active listening skills
Ability to meet performance standards whether in office or working remotely from home
Knowledge in computer technology and the Internet (MS Office, Outlook). Including the ability to learn new programs easily
Minimum 40 WPM typing speed
Multi-tasking skills and the ability to work well under pressure
Detail oriented
Excellent spelling and grammar
Problem analysis and problem-solving
Self-motivated, self-disciplined, able to work with little supervision
Reliability and dependability
Ability to work in fast paced environment
Ability to work in a confidential environment always maintaining client confidentiality
Has professional manner and high energy level, exhibits a positive attitude
Strong organizational skills
Good time management skills
Accepts new ideas and challenges and is highly motivated
Ability to work well with others as a team
Ability to work remotely from home as needed per business needs (see remote requirements)
Sales experience a plus
Fluent Spanish a plus