Call Center Intake Specialist

Summary

Join Alert Communications as an Intake Specialist and provide exceptional customer service to potential clients for law firms. You will be responsible for answering, classifying, and qualifying potential clients, ensuring accurate information input and adherence to specific instructions. This role requires strong communication skills, proficiency in using multiple systems, and the ability to work weekends and holidays. The position offers a remote-first environment and various benefits, including medical, dental, and vision insurance, 401k, an employee assistance program, and paid time off. Prior experience in a high call volume environment is preferred, along with legal industry experience. Bilingual skills in Spanish and proficiency in Microsoft Suite are also beneficial.

Requirements

• 2+ years of experience in a high call volume environment, with legal industry experience preferred
• Excellent written and verbal communications skills, specifically spelling and grammar
• Ability to read, write and speak English fluently
• Ability to work weekends and holidays
• Ability to type 30 wpm with 94% accuracy
• Computer proficiency skills and ability to work with multiple systems and monitors
• Internet connection type: Fiber or Cable internet service provider (Satellite, DSL & WiFi are NOT supported)
• High speed internet (at least 10 Mb upload and at least 50 Mb download)
• Capability to directly connect into your router/modem with an ethernet cable (ethernet cable will be provided)

Responsibilities

• Provide exceptional customer service to establish or maintain a relationship between our clients and their callers
• Input caller information accurately to properly classify the call
• Follow specific prompts to obtain detailed, fact specific information from the caller
• Follow all account specific instructions including scripted verbiage
• Complete all caller intakes accurately by following correct paths and instructions
• Identify and escalate priority issues accordingly
• Adjust communication style for each call, conveying confidence and empathy where appropriate
• Meet productivity goals
• Manage on system time efficiently to maximize productivity
• Manage and record off system time appropriately, honestly, and accurately

Preferred Qualifications

• Spanish bi-lingual
• Microsoft Suite proficient
• Salesforce CRM experience

Benefits

• Remote-First Environment
• Medical, Dental & Vision Insurance
• 401K
• Employee Assistance Program
• Paid Time Off