Bilingual Lead Customer Engagement Specialist (Variation of Weekdays, Weekends, Evenings)

Job Description

Job Description

Intake Solutions of America is accepting applications for a

Bilingual Lead Customer Engagement Specialist

(Full Time - Days, Evenings and Weekends)

Hiring North Carolina Residents Only

Engagement- Experience - Excellence

At Intake Solutions of America, we are a team that Engages with purpose, builds on our Experience , and relentlessly pursues Excellence in all that we do!

Our Intake Professionals are trained to Engage with Experience and Excellence and with one singular mission in mind - To turn law firm leads into clients.

Designed by legal professionals with a combined total of over 100 years of experience in the industry, ISA offers trained professionals utilizing proven proprietary intake dialogues that lead to successful contact conversions for law firms.

Passionate About Helping People? Join Us!

At Intake Solutions of America, we are proud to have a caring and knowledgeable team that is willing to go the extra mile to assist those in need and we are always looking for qualified people who share that same passion and drive. Explore our open positions and discover how you can make an impact at Intake Solutions of America.

What's in it for you?

• Inclusive and diverse working environment.
• Positive and team-driven culture.
• Innovative technology.
• Competitive Pay.
• Incentive plan eligibility.
• 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 Employer-Paid Holidays (Equivalent).
• Employer-paid Employee Assistance Program.
• Employer-paid Benefits Assistance / Advocacy Program

Hourly Pay Range : $16.00 to $20.00

Location : North Carolina Residents Only

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).

Ensures timely availability by being logged in and ready to answer incoming calls at the start of each scheduled shift, maintaining consistent responsiveness throughout assigned working hours.

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 experience includes : Experience teaching, training, or developing others; and / or experience in the legal field.

Must be bilingual (English / Spanish).

NC Residents Only.

Intake Solutions of America is an Equal Opportunity Employer

#ISAJOBS

Background checks will be conducted on all final candidates for employment.