Intake Coordinator

Summary:

The Intake Coordinator is responsible for interacting with prospective clients, primarily by phone, assessing their needs, accurately entering relevant information into client database, and referring clients to the proper program and/or service. 

Essential Duties and Responsibilities:

• Answer incoming inquiries—by phone or email—for the Housing Counseling and Legal Services Teams
• Analyze issues with which client needs assistance
• Enter required data in a database or update information on existing clients
• Assign calls to appropriate housing counselor or attorney staff
• Review database to ensure all calls are answered
• Take messages and set up appointments for Division staff
• Assumes responsibility for ensuring information entered in database is complete, accurate, and conforms to required guidelines as specified by program
• Assist with outcome follow-up on clients
• Perform other administrative duties as assigned

Qualifications:

Required:

• High School Diploma, or 2-5 years of experience in a customer service role, or an equivalent combination of education and experience
• Ability to work respectfully and effectively with people of diverse economic,

ethnic, and educational backgrounds

• Professional demeanor, outstanding customer service and interpersonal skills and a proven ability to work cooperatively with others
• Excellent computer skills, including accurate typing and spelling
• Experience using MS Office software suite
• Excellent verbal/written communication skills; strong organizational skills, and great attention to detail

Desired:

• Bachelor’s Degree preferred
• Experience providing customer service by phone
• Experience working with Salesforce or similar legal case management software strongly preferred
• Must possess ability to manage sensitive/confidential information with integrity

Physical Requirements:

This position normally requires the physical demands of standing, walking, bending, lifting or performing other work requiring medium exertion, talking, and hearing on a regular basis to perform the job requirement.  These physical demands are required up to 85% of the time.

St. Ambrose values a diverse workforce.  EOE.