intake spe cialistHelpware

Job description
Job Summary:
Our Client is serving the Legal Industry specializing in Mass Tort and Personal Injury Intake. We are seeking an Intake Agent, familiar with working remotely on cloud contact center infrastructure (preferably Five9). This position is responsible for servicing our clients by processing inbound & outbound contacts, assisting with identifying qualified claimants and registering leads with the appropriate cases in order to meet the needs of our clients and support the public.
This is a work from home / remote position where a quiet workplace and professional atmosphere is a critical component of the position. We are looking for self-directed team members. The ideal candidate is comfortable in a cloud contact center environment and is skilled at both verbal and written communications.
As a member of the primary team contacting the public, it will be critical to be able to focus on details while also keeping an empathetic and caring demeanor.
Responsibilities and Job duties:
Placing outbound, preview dialing calls, emails, or SMS interactions.
Receiving incoming calls, chats, emails, and SMS interactions inquiring about legal services
Following detailed criteria determining if leads are qualified to become claimants.
Complete and prepare claim forms, with minimal supervisor and high accuracy.
Gather information for plaintiff fact sheets.
Capable of following process instructions to register qualified claimants.
Able to identify and escalate relevant issues to supervisors.
Recognize, document, and alert the management team of trends in customer contacts.
Through scripting can provide mass tort and/or personal injury information
Teachable and able to learn cloud contact center software as well as case management software.
Detail oriented in processing intake forms, and applications.
Routes contacts to appropriate resources
Document all contact information according to standard operating procedures.
Other duties as assigned.
Requirements:
High school diploma with some college preferred.
Experience with Five9 or similar CCaaS (Contact center as a Service) platforms
Experience with case management platforms i.e. Lawruler, Litify, etc. preferred
1-3 years of experience in a call center environment, preference is experience in an at home environment.
Knowledge of customer service best practices and principles
Excellent data entry and typing skills.
Superior listening, verbal, and written communication skills
Ability to handle stressful situations appropriately, while demonstrating empathy.
Resourceful, great at solving unstructured problems with little to no supervision in a fast-paced, high stakes environment.
Team Player: Demonstrates a strong ability to contribute to the business along with business unit team members and managers; establish collaborative relationships with peers.
Possess strong interpersonal skills and the ability to establish, develop, and maintain business relationships.
Excellent written and verbal skills
Supportware is the Service Delivery Partner of Helpware in the Philippines.Supportware's main goal is to provide Helpware, with excellent business process solutions and to achieve the optimum job-person match.
On behalf of Helpware, candidates can discuss and explore current job opportunities within the company.
Work Environment:As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such, it is our goal to keep our employees safe during these uncertain times.
Summary of role requirements:
Looking for candidates available to work on weekdays
2-3 years of relevant work experience required for this role
Working rights required for this role