Index Ventures Intake Specialist (Sales in BPO experience)
Description
Intake Specialist
Work Schedule
- Full-time: 8:00 AM – 10:00 PM EST availability
- Rest days: Rotating every 3 weeks
- First 3 weeks: 2 rotating days off between Monday–Friday
- Next 3 weeks: 2 fixed days off (Saturday and Sunday)
- Then repeats in the same cycle
Training
- Duration: 2 weeks
- Hours: 8:30 AM – 5:30 PM
- Days: Monday to Friday
- Start date: April 27
On-site in Barranquilla (Celer) and Medellin (Murano)
Job description: As an intake specialist and part of the intake team one of your main tasks is to bring business for the law firm, which means that the ideal candidate knows how to sell and to close the deal. The intake team is also the first point of contact for potential new clients (PNC), the intake specialist role is to provide empathetic support while gathering essential information to assess cases. They should have a great phone presence, positive attitude, excellent communication skills, empathy, highest quality customer service, and strong attention to detail to ensure the intake process is seamless. We are looking for individuals who are professional, respectful, and empathetic to client needs. This role involves handling high-volume intake calls, completing general intake documentation and closing deals to bring new clients to the law firm.
Responsibilities: Handle inbound and outbound calls in a quick, yet effective manner. Respond to potential new clients in a timely and accurate manner via phone, email, chat, and/or SMS. Identify and assess callers' needs by actively listening and asking investigative questions. Obtain and document on detailed notes all the pertinent information being provided by the potential new clients. Achieve or surpass the daily minimum productivity quotas as decided by management. Follow a call flow to ensure all necessary information is captured. Send documents via electronic signature to potential new clients to make them clients of the law firm. This is the sales portion of the role. Perform other related duties as assigned by management.
Skills and qualifications - Hard and soft skills: Must have strong computer skills with demonstrated understanding of Microsoft Office. C1 or above English level. Typing Skills with a minimum of 30WPM. Minimum of one year of experience in sales oriented BPO industry or/and. Experience in a sales-oriented environment is a plus. Experience working in a position that requires use of at least two Software programs or CRMs. Works well within a team and follows written and verbal instructions. Demonstrates a positive attitude and willingness to learn and adapt to change as the company grows and the role evolves. Excellent customer service skills, which includes ability to de-escalate angry/upset callers, empathy and active listening, and a professional tone over the phone. Excellent verbal and written communication skills.