Intake Specialist

Cesar Ornelas Law Firm; Town of Texas (WI); Hybrid; USD 42,000 - 52,000; Full time

Job summary

Cesar Ornelas Law is seeking a dynamic Intakes Specialist to join our Wisconsin firm. The role focuses on guiding potential clients through screening for SSD/SSI, assisting with initial applications, and maintaining confidential client records.

This is a nights and/or weekends position in a fast-paced call center environment. You will handle high call volume (150–200 daily), deliver compassionate service, and promote our firm's values while building trust with new clients.

Qualifications

• Excellent organizational and communication skills.
• Call center and customer service experience.
• Excellent telephone, communication, and active listening skills.
• Ability to meet performance standards.
• Multitasking and the ability to work under pressure.
• Maintain client confidentiality.

Responsibilities

• Guide potential clients through screening to determine SSD/SSI eligibility.
• Assist clients in completing initial applications and updates for SSA submission.
• Handle 150–200 calls per day in a professional inbound/outbound call center environment.
• Maintain a minimum call quality score of 90%.
• Build client relationships and proactively contact clients to maintain the relationship.
• Solve problems and maintain confidentiality.
• Keep updated records and detailed documentation of client interactions.
• Identify urgent issues and escalate to management as needed.
• Perform general administrative tasks and errands.
• Take on additional responsibilities and promote firm values.
• Contribute to various projects as assigned.

Skills

Call center experience

Excellent communication

Active listening

Organizational skills

Confidentiality

Problem solving

Multitasking

Attention to detail

VoIP tools

Phone etiquette

Tools

Intake software

Call center platforms

Job description

Cesar Ornelas Law is looking for a dynamic, self-motivated, socializer, that knows how to make connections in the community and can empathize with potential new clients.

The Intakes Specialist will handle various tasks related to new client processing and discovery. This position will be working nights and/or weekends as needed.

Responsibilities

• In a call center environment, you will guide potential clients through a screening process (triage) to determine eligibility for SSD/SSI and if eligible, invite them to become a client
• You will assist clients in the completion of initial applications as well as addendums and updates for submission to the Social Security Administration
• Take 150 – 200 calls per day in a professional inbound/outbound call center environment
• Be expected to maintain a minimum call quality score of 90%
• Consistently build the client relationship and confidence in our firm with every client interaction while proactively contacting clients to ensure the relationship is maintained
• Solve problems and maintain confidentiality
• Keep updated records and detailed documentation of client interactions, concerns, and
• Use good judgment to discern what issues may be urgent and need a manager’s or director’s attention immediately
• General administrative work and errands
• Initiate and be willing to take on responsibilities beyond the scope of the job description
• Promote Cesar Ornelas Law and keep our values top of mind
• Various projects and duties as assigned

Requirements

• Must have excellent organizational and communication skills
• Call center and customer service experience
• Excellent telephone, communication, and active listening skills
• Ability to meet performance standards
• Familiarity with intake software or call center platforms-li>
• Multi-tasking skills and the ability to work well under pressure
• Excellent spelling and grammar
• Problem analysis and problem-solving
• Self-motivated, self-disciplined, able to work with little supervision
• Reliability and dependability
• Ability to work in fast paced environment
• Ability to work in a confidential environment always maintaining client confidentiality
• Strong organizational and time management skills
• Comfortable with phone, headset, and VoIP tools
• Accepts new ideas and challenges and is highly motivated