Call Center Intake Specialist, Alert Communications

About Alert Communications:

Alert Communications’ 24/7/365 live answering service is a legal only call center that handles leads, current clients and intakes for law firms, independent lawyers and legal marketing agencies in every practice type. Our company culture is people focused; the happiness of our team is a top priority. Our employees are passionately engaged with their work and take advantage of opportunities to learn, grow, and develop. By facilitating open and honest communication at every level, from customer-facing receptionists to our senior leadership team, we continue to create an environment of trust and integrity.

Summary of Position:

As an Intake Specialist, you are responsible for answering, classifying and qualifying potential clients for law firms. Your commitment to providing outstanding customer service to potential clients is crucial in maintaining the positive reputation of both our company and the represented law firm that we partner with.

*** Must be able to work Split Shifts, Holidays, and/or Weekends. ***

Position Responsibilities:

• Provide exceptional customer service to establish or maintain a relationship between our clients and their callers
• Input caller information accurately to properly classify the call
• Follow specific prompts to obtain detailed, fact specific information from the caller
• Follow all account specific instructions including scripted verbiage
• Complete all caller intakes accurately by following correct paths and instructions
• Identify and escalate priority issues accordingly
• Adjust communication style for each call, conveying confidence and empathy where appropriate
• Meet productivity goals
• Manage on system time efficiently to maximize productivity
• Manage and record off system time appropriately, honestly, and accurately

Requirements

• 2+ years of experience in a high call volume environment, with legal industry experience preferred

• Excellent written and verbal communications skills, specifically spelling and grammar
• Ability to read, write and speak English fluently
• Ability to work weekends and holidays
• Ability to type 30 wpm with 94% accuracy
• Computer proficiency skills and ability to work with multiple systems and monitors
• Internet Requirements:
• Internet connection type: Fiber or Cable internet service provider (Satellite, DSL & WiFi are NOT supported)
• High speed internet (at least 10 Mb upload and at least 50 Mb download)
• Capability to directly connect into your router/modem with an ethernet cable (ethernet cable will be provided)

Preferred Skills:

• Spanish bi-lingual
• Microsoft Suite proficient
• Salesforce CRM experience

Benefits

We’ve got you covered:

EverService is proud to offer a variety of benefits to support employees and their families, including:

• Remote-First Environment
• Medical, Dental & Vision Insurance
• 401K
• Employee Assistance Program
• Holidays & Paid Time Off

About EverService Holdings, LLC:

EverService is a global provider of tech-enabled business solutions for companies of all sizes, helping them to grow and scale with digital marketing, website design & development, scheduling & booking services, 24/7 answering services, inbound & outbound sales, live virtual receptionists, client & patient intake, and IT services. The company focuses on end-to-end solutions specialized for the legal, medical, home services, retail and technology industries integrated with clients’ CRM, EHR and operational systems. EverService goes to market with vertically integrated, industry-leading brands including Alert Communications, Blue Corona, Nexa Receptionists, Mid-State Communications, Client Chat Live, Mainline Telecommunications, Nexa Healthcare, RYNO Strategic Solutions, iLawyer Marketing and Strike Healthcare. For more information, visit EverService at https://everservice.com/

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.