Bilingual Lead Customer Service Representative (Full Time - Variation of Daytime, Evenings, Weekends) - Intake Solutions of America

Intake Solutions of America is accepting applications for a

Bilingual Lead Customer Service Representative (Full Time - Days, Evenings and Weekends)

Experienced - Focused - Results Driven

At Intake Solutions of America, we have one mission: Turning law firm leads into cases. ISA offers 24 hours a day/7 days per week tailored intake dialogues that lead to contact conversions. Our specialty is serving personal injury and related practice area law firms across the nation.

What's in it for you?

• Inclusive and diverse working environment.
• Positive and team-driven culture.
• Innovative technology.
• Competitive Pay.
• $1k Sign on Bonus.
• 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 Company paid holidays (Equivalent).
• Paid Time-Off.
• Employer-paid Employee Assistance Program.
• Employer-paid Benefits Assistance/Advocacy Program

Hourly Pay Range: $16.00 to $20.00

Duties:

Ability to effectively utilize available technology, including computers, databases, portals, and software needed to successfully perform the essential duties of the job.

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.

Communicates in accordance with, and understanding of, applicable State Bar rules related to protected clientele information, confidentiality, and the unauthorized practice of law. Complies with corresponding company policies and procedures.

If the case meets criteria, offers representation to the potential new client, and secures a signed contract during the initial call. Secures signed contracts using program-driven queues as predetermined by the Attorney(s).

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 automatic sign-up criteria may be missing logic.

Conducts training and development programs for other Representatives.

Required to provide practice specific training and mentoring to new hires.

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 intake department 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 other 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.

Strives to exceed goals for each region in each department.

Qualifications

Must be a NC resident. High school degree or equivalent, and two plus years of related experience required, or an equivalent combination of education and experience. Preferred education and experience include: A college degree; Experience teaching, training, or developing others; and/or Experience in the legal field. Must be fluent in English and Spanish.

Intake Solutions of America is an Equal Opportunity Employer.