At Heard and Smith, LLP, we are driven by compassion, humility, and an unwavering commitment to provide financial support to individuals in need. With over 30 years of experience, our law firm has a rich history of assisting the disabled. Are you passionate about helping others? We are on the lookout for dedicated individuals with exceptional customer service skills and a robust work ethic. Joining the Heard and Smith family means more than just a career; it’s a chance to make a meaningful difference in the lives of others every single day!

• Dynamic, professional atmosphere;
• Engaging, rewarding, and fulfilling work;
• Collaborative team environment;
• Paid Holidays and Accrued Paid Time Off (for full-time employees);
• Comprehensive Medical Benefits Package (for full-time employees);
• Wellness Program (for full-time employees);
• Competitive hourly wage ranging from $14.50 to $16.50, depending on experience;
• 401(k) with Annual Employer Profit-Sharing contributions (historically 5% of annual salary – no employee contributions required!).

As an Intake Specialist, you will serve as the primary point of contact for potential clients seeking assistance with Social Security Disability (SSD) and/or Social Security Income (SSI). Working in a call center environment, you will lead clients through a thorough screening process to determine their eligibility for SSD/SSI benefits, extending invitations to those who qualify to become part of our firm. Additionally, you will aid clients in completing their initial applications and necessary updates for submission to the Social Security Administration.

In this important role, you will:

• Establish and nurture positive client relationships, instilling confidence in our firm with each interaction
• Handle 150 to 200 calls daily in a professional inbound/outbound call center setting
• Successfully sign up an average of 4 new cases each day
• Achieve set occupancy and adherence targets
• Maintain a call quality score of at least 90% consistently
• Proactively engage with clients to strengthen relationships and ensure their ongoing satisfaction
• Effectively resolve issues while upholding confidentiality
• Keep accurate and detailed records of client interactions, concerns, and complaints using a paperless database system
• Exercise sound judgment to flag urgent matters that may require immediate managerial attention

To excel as an Intake Specialist, you will need:

• A High School Diploma; a degree is preferred; or an equivalent combination of education and experience
• Experience in a call center or customer service setting
• Exceptional interpersonal skills
• Strong both verbal and written communication skills, along with active listening abilities
• Consistent ability to meet performance standards, whether in-office or working remotely
• Proficiency in computer technology and Internet usage (MS Office, Outlook) with a quick ability to adapt to new software
• Minimum typing speed of 40 WPM
• Strong multi-tasking capabilities and ability to thrive under pressure
• Exceptional attention to detail
• Proficiency in spelling and grammar
• Strong problem analysis and solving skills
• Self-motivated and disciplined, with the ability to work independently
• Reliable and dependable work ethic
• Adaptability to a fast-paced work environment
• Commitment to maintaining strict confidentiality with client information
• Professional demeanor with a high energy level and positive attitude
• Strong organizational and time management skills
• Openness to new ideas and challenges, along with a high level of motivation
• Ability to collaborate effectively within a team setting
• Capacity to work remotely from home as required by business needs (see remote requirements)
• Sales experience is a plus
• Fluency in Spanish is a plus

Minimum Requirements for a Remote Home Office Intake Specialist:

• A computer with a current operating system (no Macs, Chromebooks, or tablets)
• A camera, either integrated or external
• A reliable high-speed internet connection (20MB+ recommended)
• A wired Ethernet cable connection in your home office
• A landline telephone or strong cell phone signal in your home office
• A quiet, private workspace free from distractions during business hours
• Residency in Texas

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