[Hiring] Intake Specialist @Heard & Smith, LLP

Role Description

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.

• 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

Qualifications

• 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

Requirements

• Computer with up-to-date operating system (No Macs, Chromebooks, Tablets)
• Camera - internal to computer or external
• Fast internet connection (20MB+)
• Wired Ethernet cable Internet connection in your home office
• Land line telephone or good cell phone signal in home office
• Quiet, private home office with no distractions during business hours
• Reside in Texas

Benefits

• 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 DOE
• 401k with Annual Employer Profit-Sharing contributions (historically 5% annual salary - employee contributions not required!)