Call Center Representative

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Wellness resources

Hours: Monday - Friday, 8:00 a.m. - 5:00 p.m.
Location: Springfield, MO (Remote)

The Hearing Operations Call Center Representative job role at Parmele Disability Advocates assists clients who are waiting for their disability hearing to be scheduled by the Social Security Administration. Call Center Representatives report to a designated Team Lead and the Legal Assistant Manager. They are responsible for:

• Answering inbound calls from clients and making outbound calls to clients, Greeting and assisting clients and prospective clients who visit their local office,
• Interacting with other staff members, clients, the Social Security Administration, and third parties,
• Accurately documenting interactions with clients, the Social Security Administration, and third parties in Parmele’s case management software,
• Using Parmele’s case management software to generate pre-created documents for submission to the Social Security Administration, and
• Performing various other duties to meet the needs of our clients and the company.

Why Should you Work at Parmele Disability Advocates?

Have you ever wanted to work somewhere were you make a difference? Where you’re a part of a larger team working toward great, common goals? Where your past experiences are welcomed and appreciated? Where you can learn new skills and face new challenges advocating for those who can’t advocate for themselves?

If you answered “yes” to these questions, then you might be a great fit at Parmele Disability Advocates! We offer competitive pay, a consistent 8am-5pm, Monday through Friday schedule with some flexible options, health insurance, 401(k) with matching contributions, and opportunities for growth in a fun and energetic work environment.

At Parmele Disability Advocates, we use our knowledge of disability law, along with our compassionate hearts, to zealously advocate for our clients as they pursue disability benefits, and to inspire hope in our communities.


Experience

Experience in the legal field and knowledge of the Social Security Disability process are not required for a candidate entering the Call Center Representative role at Parmele Disability Advocates. We can and will teach you what you need to know to help us represent our clients well. Most of our staff started at Parmele with no prior experience in the legal field, and 99% of our staff were completely new to the world of disability when they started.

The key factors that we look for in Call Center Representatives are the Core Competencies and Skills that will lead them to grow into the role.

Competencies and Skills

A candidate for the Call Center Representative job role should possess the following qualities:

• Attentiveness: Call Center Representatives at Parmele Disability Advocates possess a high level of attention to detail, the ability to spot errors, and are highly attentive to the needs of our clients.
• Efficiency: Call Center Representatives at Parmele Disability Advocates complete tasks efficiently while also comprehending the purpose and importance of each task.
• Customer Service: Call Center Representatives at Parmele Disability Advocates perform their work with a continuous focus on the client, whether they are actively engaging with the client or performing work on the client’s behalf.
• Coachability: Call Center Representatives at Parmele Disability Advocates are eager to learn and appreciate constructive feedback and coaching that is given positively.
• Technical Proficiency: Call Center Representatives at Parmele Disability Advocates are comfortable engaging with various software platforms to perform their duties including Microsoft Word and Microsoft Outlook; they are comfortable learning new technology platforms and catch on quickly.
• Relational: Call Center Representatives at Parmele Disability Advocates perform their work while also realizing that they are part of a much larger group of people working toward the common goal of winning disability benefits for our clients.
• Change Management: Call Center Representatives at Parmele Disability Advocates are flexible and can quickly change course when it is necessary to meet the needs of our clients or to comply with the evolving regulations of the Social Security Administration; they are able to cross-train in multiple areas to provide the best assistance to our clients.
• Problem Solver: Call Center Representatives at Parmele Disability Advocates work under a Team Lead and a Manager, but they are also able to make independent decisions, calculate risks, and act within the guidelines of Parmele’s policies and operating procedures to solve problems.

Job Duties

Call Center Representatives will work on an inbound and outbound call center / case management team. They interact daily with clients who are waiting for their hearing to be scheduled. Their job duties include:

• Answering inbound calls from clients and placing outbound calls
• Researching the status of clients’ claims and providing them with status updates.
• Documenting every client interaction through Parmele’s case management software.
• Using pre-created documents in Parmele’s case management software to send documents to the client and/or the Social Security Administration.
• Mailing, faxing, and/or emailing documents and information to clients, the Social Security Administration, and third parties.
• Receiving, reviewing, and processing inbound mail for their assigned office, as required.