Bilingual Lead Customer Service Representative (Full Time - Variation of Daytime, Evenings, Weekends)

Intake Solutions of America is accepting applications for a

Bilingual Lead Customer Service Representative (Full Time - Days, Evenings and Weekends)

Experienced - Focused - Results Driven

At Intake Solutions of America, we have one mission: Turning law firm leads into cases. ISA offers 24 hours a day/7 days per week tailored intake dialogues that lead to contact conversions. Our specialty is serving personal injury and related practice area law firms across the nation.

What's in it for you?

• Inclusive and diverse working environment.
• Positive and team-driven culture.
• Innovative technology.
• Competitive Pay.
• Shift Differential Available.
• Medical Plan Options (including a zero-dollar premium High-Deductible Heath Plan option for employee-only coverage).
• Dental Plan Option.
• Virtual Healthcare Access.
• Health Savings Account and Flexible Spending Account Options.
• 401k plan with an employer match.
• Disability Insurance Options (with employer-paid Long-Term Disability).
• Life Insurance Options (with employer-paid Basic Life Insurance).
• 11 Company paid holidays (Equivalent).
• Paid Time-Off.
• Employer-paid Employee Assistance Program.
• Employer-paid Benefits Assistance/Advocacy Program

Hourly Pay Range: $16.00 to $20.00

Duties:

Obtains appropriate and pertinent information from the potential clients; analyzes, reviews, and prepares the data/information per departmental procedure.

Must be able to multi-task and to effectively communicate, multi-task, problem-solve and to overall handle tasks quickly and tactfully with all staff levels and the public. Must adapt to the wide range of diverse internal and external clientele.

Effectively utilize the software applications and resources of the company.

If certain criteria are met, secures signed contracts using as predetermined by the Attorney(s).

Consults with the Leadership so that a determination can be made if the case does not meet the firm criteria or is borderline or if criteria may be missing logic.

Conducts training and development programs for Intake Representatives and Senior Intake Representatives.

Required to provide practice specific training and mentoring to other intake associates.

Helps maintain accuracy of existing training materials.

Reports workflow deficiencies to appropriate Leadership team members.

Reviews and monitors cases in wanted status to ensure best methods of securing contracts once offered.

Reviews reports to ensure that information is correct, and to address

potential shortfalls.

May monitor performance of team members and report results to the appropriate Leadership team members.

Serves as back up for all Intake and Senior Intake Representatives.

Maintains a professional and courteous demeanor to coworkers and clients.

Maintains client confidentiality.

Must be able to multi-task and to overall handle tasks quickly and tactfully with all staff levels and the public.

Assists in preparing daily, weekly, and monthly reports as needed or required.

Handles overflow of calls from potential clients.

May review varying intakes to ensure we are processing every potential case accordingly.

Communicates with attorneys to obtain additional information in relation to sign ups for various client firms.

Consistently meets and strives to exceed KPI's.

Must be flexible with work schedule based on business needs.

Responds to client firm feedback and requests in a timely manner.

Other duties as assigned by Leadership.

Qualifications:

High school degree or equivalent, and 3 years of contact center or sales experience required, or an equivalent combination of education and experience.

Preferred education and experience includes: A college degree; Experience teaching, training, or developing others; and/or experience in the legal field.

Must be bilingual (English/Spanish).

Must be a resident of North Carolina or Tennessee.

Intake Solutions of America is an Equal Opportunity Employer.

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