At Heard and Smith, LLP, our foundation is built on compassion, humility, and the unwavering commitment to securing financial support for our clients. With over 30 years of experience advocating for the disabled, we pride ourselves on a proven track record of success. If you have a genuine passion for helping others, we want you to join our dedicated team. Here, your role transcends traditional job duties; every day, you’ll have the power to positively impact someone’s life!

• Thrive in a dynamic, professional environment;
• Engage in fulfilling, challenging, and rewarding work;
• Collaborate with a supportive team;
• Enjoy paid holidays and accrue paid time off (full-time only);
• Access a comprehensive medical benefits package (full-time only);
• Participate in a wellness program (full-time only);
• Benefit from a competitive hourly wage of $14.50 to $16.50, depending on experience;
• Take advantage of a 401(k) plan with annual employer profit-sharing contributions (historically around 5% of annual salary, no employee contributions required!).

As an Intake Specialist, you will be the vital first point of contact for individuals seeking assistance with Social Security Disability (SSD) and Social Security Income (SSI). In this call center environment, you will skillfully navigate potential clients through a screening process to determine their eligibility for SSD/SSI, and if they qualify, invite them to join our firm. You will also provide support in completing initial applications and necessary updates for submission to the Social Security Administration.

In your role, you will:

• Establish strong initial client relationships, instilling confidence in our services with each interaction;
• Handle 150 to 200 calls daily in a professional, high-energy inbound/outbound call center setting;
• Successfully sign up at least 4 new cases each day for the firm;
• Meet occupancy and adherence targets consistently;
• Achieve a minimum call quality score of 90%;
• Proactively nurture client relationships, ensuring consistent engagement;
• Address issues confidentially and effectively;
• Maintain accurate records and thorough documentation of client interactions in a streamlined, paperless system;
• Utilize sound judgment to identify urgent matters requiring managerial or director attention.

To thrive as an Intake Specialist, you will need:

• A high school diploma (a degree is preferred) or equivalent experience;
• Previous call center and customer service expertise;
• Strong interpersonal skills;
• Excellent communication skills, both on the phone and through active listening;
• The ability to meet performance metrics whether in-office or working remotely;
• Proficiency in computer technology, including MS Office and Outlook, along with the capability to learn new software easily;
• A typing speed of at least 40 WPM;
• Strong multitasking abilities and a calm demeanor under pressure;
• Attention to detail, with excellent spelling and grammar;
• Problem-solving skills and analytical thinking;
• Self-motivation and discipline to work independently without close supervision;
• A reliable and dependable work ethic;
• The ability to maintain confidentiality in all client interactions;
• A professional demeanor and energetic attitude;
• Strong organizational and time management skills;
• Openness to new challenges and a highly motivated mindset;
• An aptitude for teamwork and collaboration;
• Flexibility to work remotely as required (please see remote requirements);
• Sales experience is a plus;
• Fluency in Spanish is advantageous.

Minimum Requirements for Remote Home Office Intake Specialists:

• A computer with an up-to-date operating system (No Macs, Chromebooks, Tablets);
• A built-in or external camera;
• A fast internet connection (20MB+) for smooth communication;
• A wired Ethernet connection in your home office;
• A landline telephone or reliable cell phone signal at your home office;
• A quiet, distraction-free home office setting during business hours;
• Residency in Texas.

Join us at Heard and Smith, and be part of a team that is not just about work but about making a difference in the lives of people who truly need your help.

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