Title: Intake Agent
Location: Roanoke, VAPosition Overview & ResponsibilitiesProtos is seeking an Intake Agent to join its team. The Intake Agent will report directly to the Intake Supervisor and will be the first point of contact for clients, officers and service partners, ensuring that both internal and external customers receive a level of service that exceeds their expectations. The Agent is responsible for collecting data, initiating requests, and reviewing submissions for completeness of information. Our work environment is fast paced, positive and stresses results oriented internal growth.
The Intake Agent's core responsibilities will include the following:- Address incoming email and phone requests and inquiries
- Collect required and optional data, with an emphasis on accuracy and completeness of
information
- Provide excellent customer service to internal and external customers
- Resolve applicable officer, customer, service partner and internal inquires per defined processes
and guidelines while overcoming certain obstacles within the conversation
- Assist with setting proper expectations with internal and external customers about their
request(s) or issue(s) that need to be resolved
- Be comfortable over the phone talking with customers while multi-tasking within our systems to
collect accurate data and information
- Use multiple systems and online tools to complete tasks
- Work with Vendors and Partners to address Officer issues
- Additional duties as directed by management.
Education, Skills and Experience
- Excellent written and verbal communication skills.
- Advanced knowledge of basic office applications and ability to learn new proprietary software.
- Strong problem-solving and analytical skills.
- Excellent prioritization and time management skills, strong collaborative and leadership skills.
- Process driven, detailed oriented and highly organized.
- Strong organizational and planning skills
- Excellent time management skills and ability to multi-task and prioritize work
- More than two years in a service-focused role
- High School Diploma or equivalent required
We have several schedules available!