Intake Coordinator

St. Ambrose Housing Aid Center Inc; Baltimore (MD); On-site; USD 42,000 - 54,000; Full time

Job summary

St. Ambrose Housing Aid Center Inc in Baltimore, MD seeks an Intake Coordinator to handle prospective clients by phone, assess needs, enter information into the client database, and refer clients to the proper program and/or service.

You will answer inquiries, analyze issues, update records, assign calls to counselors, and help with follow-up and appointment scheduling to support the division.

Qualifications

• Must have customer service experience or a related role.
• Strong communication and interpersonal skills.
• Ability to work with diverse backgrounds and maintain professionalism.

Responsibilities

• Answer inquiries by phone or email for Housing Counseling and Legal Services teams.
• Enter required data into database and update client records.
• Assign calls to appropriate housing counselor or attorney staff.
• Ensure database information is complete and accurate per program guidelines.
• Assist with outcome follow-up on clients and schedule appointments.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Organizational skills

Attention to detail

Education

High School Diploma

Bachelor’s Degree preferred

Tools

Salesforce

MS Office

Job description

Summary

The Intake Coordinator is responsible for interacting with prospective clients, primarily by phone, assessing their needs, accurately entering relevant information into client database, and referring clients to the proper program and/or service.

Essential Duties and Responsibilities

• Answer incoming inquiries—by phone or email—for the Housing Counseling and Legal Services Teams
• Analyze issues with which client needs assistance
• Enter required data in a database or update information on existing clients
• Assign calls to appropriate housing counselor or attorney staff
• Review database to ensure all calls are answered
• Take messages and set up appointments for Division staff
• Assumes responsibility for ensuring information entered in database is complete, accurate, and conforms to required guidelines as specified by program
• Assist with outcome follow-up on clients
• Perform other administrative duties as assigned

Qualifications

Required:

• High School Diploma, or 2-5 years of experience in a customer service role, or an equivalent combination of education and experience
• Ability to work respectfully and effectively with people of diverse economic,

ethnic, and educational backgrounds

• Professional demeanor, outstanding customer service and interpersonal skills and a proven ability to work cooperatively with others
• Excellent computer skills, including accurate typing and spelling
• Experience using MS Office software suite
• Excellent verbal/written communication skills; strong organizational skills, and great attention to detail

Desired:

• Bachelor’s Degree preferred
• Experience providing customer service by phone
• Experience working with Salesforce or similar legal case management software strongly preferred
• Must possess ability to manage sensitive/confidential information with integrity

Physical Requirements

This position normally requires the physical demands of standing, walking, bending, lifting or performing other work requiring medium exertion, talking, and hearing on a regular basis to perform the job requirement. These physical demands are required up to 85% of the time.

St. Ambrose values a diverse workforce. EOE.