Intake Specialist

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 someones 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 DOE
• 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 managers or directors 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

Minimum Requirements for a Remote Home Office Intake Specialist:

• 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

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