Intake Specialist (4943-70)

Hamilton County, Ohio; Cincinnati (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

The Hamilton County Veterans Service Commission is seeking an Intake Specialist 1 to be the primary front desk operator for veterans, visitors, and callers. You will greet individuals, route calls, and create help desk tickets while maintaining accurate records and providing essential administrative support.

This role requires strong communication, multitasking ability, and discretion when handling sensitive information. Experience in a public-facing or government/nonprofit setting is a plus.

Qualifications

• High school diploma or GED is required.
• 1+ year in customer service, reception, administrative support, or a public-facing role.
• Strong verbal communication and professional telephone manner.
• Ability to multitask in a busy office.
• Ability to handle sensitive information with discretion and confidentiality.

Responsibilities

• Greet walk-in veterans and visitors and determine the purpose of each visit.
• Answer the primary phone line and route calls appropriately.
• Create and route help desk tickets for calls and walk-ins, assigning to the correct manager.
• Process routine veteran information changes (address, phone, email, status).
• Provide administrative support including mail processing, scanning, and filing.
• Support event check-in operations as assigned.

Skills

Customer service

Verbal communication

Multitasking

Discretion/confidentiality

Reception/administrative support

Education

High school diploma or GED

Tools

Help desk software

Job description

The Intake Specialist 1 is the primary front desk operator and first point of contact for all veterans, visitors, and callers at HCVSC. This role answers incoming phone calls, greets walk-in veterans, creates and routes help desk tickets, processes routine veteran information changes, and ensures all requests are documented and assigned to the appropriate staff member. The Intake Specialist 1 also provides administrative support including mail processing, document scanning, filing, and event check-in support.

Essential Duties and Responsibilities

• Greet walk-in veterans and visitors and determine the purpose of each visit.
• Answer the primary phone line using the office greeting and route or transfer calls appropriately.
• Create and route help desk tickets for calls and walk-ins, assigning to the correct manager.
• Process routine veteran information changes (address, phone, email, status).
• Provide administrative support including mail processing, scanning, and filing.
• Support event check-in operations as assigned.

Required Qualifications

• High school diploma or GED.
• One (1) or more years of experience in customer service, reception, administrative support, or a public-facing role.
• Strong verbal communication skills and professional telephone manner.
• Ability to multitask and manage competing demands in a busy office environment.
• Ability to handle sensitive personal information with discretion and confidentiality.

Preferred Qualifications (Wanted)

• Experience in a government, nonprofit, or veteran-serving organization.
• Familiarity with help desk or ticketing systems.
• Veteran of the Armed Forces of the United States (Ohio Revised Code 5901.07 preference applies).