Contact Center Intake Agent

Intake Specialist

Michigan's largest plaintiff personal injury firm is looking for a highly motivated and hard-working candidate to fill the position of Intake Specialist.

This position is an excellent opportunity for a highly driven and enthusiastic candidate, who shares our vision, passion, and dedication to serve our customers, quickly, efficiently, and professionally. We offer a great work environment and team approach with opportunity for professional and financial growth.

Job Summary: The Contact Center Intake Agent is a pivotal role responsible for managing incoming calls and inquiries, ensuring a positive customer experience. The ideal candidate possesses Contact Center experience, the ability to work weekends, excellent time management, and a commitment to teamwork. Preferred qualifications include knowledge of Michigan No-Fault Auto Law, technical proficiency with Salesforce and Zoom softphones, and a reliable home office setup meeting specific requirements.

Key Responsibilities:

• Customer Interaction:
• • Provide exceptional customer service by addressing inquiries, concerns, and requests.
  • Utilize effective communication skills to ensure a positive customer experience.
  • Enjoy engaging with people and excels in interpersonal communication.

• Provide empathetic guidance to prospective clients in the initial stages of the legal process, offering support during a challenging period in their lives.

• Availability:
  • Demonstrate flexibility by being available to work at least one weekend shift.
  • Accommodate variations in work schedules based on business needs.
• Time Management and Punctuality:
  • Exhibit strong time management skills to prioritize tasks effectively.
  • Ensure punctual and reliable attendance during scheduled shifts.
• Team Collaboration:
  • Work collaboratively with team members and other departments to resolve customer issues.
  • Contribute to a positive team environment through effective communication and cooperation.
• Feedback and Improvement:
  • Display a willingness to receive and apply constructive feedback for personal and professional development.
  • Continuously strive for improvement in customer service skills and efficiency.
• Technical Proficiency:
  • Possess strong computer and technical capabilities.
  • Preferred knowledge of Salesforce and Zoom softphones to enhance job performance.
• Home Office Requirements:
  • Ensure a reliable internet connection with a minimum download speed of 100 Mbps.
  • Maintain a quiet work environment conducive to effective customer interactions.
  • Use a company-provided headset and a second monitor for enhanced productivity.

Qualifications:

• Previous experience in a Contact Center or customer service role.
• Excellent communication and interpersonal skills.
• Familiarity with customer service software and technical proficiency.
• Ability to adapt to a dynamic work environment.
• High school diploma or equivalent.

This comprehensive job description outlines the key responsibilities, preferred qualifications, and specific requirements for the Contact Center Intake Agent position, providing a clear understanding of the skills and attributes sought in potential candidates.