Client Intake Specialist

This is a fully remote position, open to applicants in Virginia, +1 more state.

📋 Description

• Manage both inbound and outbound calls with current and prospective clients

• Accurately verify client details

• Outline the intake process, client journey, and anticipated next steps

• Arrange consultations and appointments

• Follow up with enrolled clients who have not engaged with the relevant team

• Assist clients who have yet to complete their enrollment

• Address client concerns and objections with empathy

• Professionally de-escalate difficult conversations

• Inform clients about processes and next steps without offering professional or legal advice

• Meticulously document each interaction in the CRM

• Aid clients in acquiring necessary documents and records

• Escalate complaints and sensitive issues according to established protocols

• Adhere to established processes, procedures, and compliance standards

⛳️ Requirements

• Minimum of 1 year of experience in customer service within a phone-based or client-facing role

• Proficient in managing both inbound and outbound calls

• Exceptional verbal and written communication skills

• Strong listening skills and problem-solving capabilities

• Proven empathy and emotional intelligence

• Ability to handle emotionally charged discussions in a professional manner

• High attention to detail

• Capability to adhere to stringent compliance guidelines

• Proficient typing speed of at least 35 words per minute with accuracy

• Comfortable navigating multiple applications and windows while conversing with clients and recording information

• Ability to thrive in a fast-paced environment

• Dependable attendance and availability, especially during the initial 90 days

• A quiet, distraction-free workspace

• Stable, wired Ethernet internet connection

• Reliable power backup system

• Successful completion of a background check

• Previous experience in call center customer service, client intake, legal services, financial services, case management, high-volume customer support, appointment scheduling, or client retention/follow-up is advantageous

🏝️ Benefits

• Company-provided equipment

• Weekly payment in arrears

• Remote work opportunity

• Full-time schedule of 40 hours per week