Intake Specialist

About the Role

This is a remote (Work From Home) position.

Key Responsibilities

• Take incoming calls, use chat, and complete outbound calls to assist customers.
• Answer frequent questions and provide detailed information.
• Process applications.
• Resolve customer account problems with accuracy and efficiency.
• Practice active listening and empathy.
• Communicate clearly with customers in a positive and professional manner.
• Utilize standard technology such as a telephone, e-mail, and web browser.
• Navigate pre-scripted responses to provide basic general and claims specific information.
• Follow established policies and standard operating procedures.
• Work within various systems, manage timekeeping, and document calls from end to end.
• Adhere to ethics and privacy rules.
• Assist callers with filling out and submitting applications electronically.
• Complete basic call logs, documentation, and related call details for each inquiry.

Requirements & Tech Stack

• Utilize standard technology such as a telephone, e-mail, and web browser.
• Navigate to the appropriate pre-scripted responses.
• Work within the various systems.
• Utilize timekeeping.
• Document call details.
• Work within established key performance indicators/metrics.
• Navigate various systems and browsers.
• Knowledge of contact center technology.
• Strong computer skills with proficiencies in Excel and Word.
• Experience working with a personal computer and the Windows operating system.

Qualifications

• High School diploma or equivalent required.
• Minimum 6 months customer service/administrative/telemarketing experience required.
• Must have reliable internet service for remote work.
• Must be able to speak and read English clearly, professionally, and fluently.
• Must be able to type a minimum of 20 WPM.
• Demonstrated excellent interpersonal and leadership skills.
• Ability to multi-task and stay organized while completing simultaneous tasks.
• Excellent written/verbal/interpersonal communication skills.
• Excellent typing skills.
• Excellent command of the English language, effective use of grammar skills.
• Excellent communication etiquette.
• Great customer service: personalize calls, be competent with information and assistance, be patient and polite, and be initiative-taking in offering solutions and assistance.