We are looking for a Personal Injury Call Center Representative to handle a high volume of inbound calls, serving as the initial contact for prospective clients. The Call Center Representative will screen each call to determine whether the caller has a legitimate case. They will seek to create a positive experience for the caller. After determining if there is a potential case the Call Center representative will schedule the clients with an investigator.
Essential functions:
1) Answer incoming phone calls in a professional manner– assist callers - screen PCI, transfer calls, take messages, identify problem issues for immediate responsiveness.
2) Responding efficiently and accurately to callers and ensuring that clients feel supported and valued.
3) Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
4) Consult or complete intake for MVA, WC cases.
5) Monitor and forward daily log to Intakes Manager
6) Utilizing software, databases, scripts, and tools appropriately.
7) Adhering to all company policies and procedures.
Competencies:
1) Exceptional verbal communication and phone skills
2) Strong attention to detail
3) Proper phone etiquette with a high level of professionalism and listening techniques
4) Ability to multi-task
5) Flexibility
6) Ability to cooperate and get along with others
Required education and experience:
• High School Diploma or equivalent.
• More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Proficiency with computers and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Adaptability and accountability.