Customer Engagement Specialist

24901 Northwestern Hwy, Southfield, MI 48075

Intake Specialist

Michigan’s largest plaintiff personal injury firm is looking for a highly motivated and hard-working candidate to fill the position of Intake Specialist. This position is an excellent opportunity for a highly driven and enthusiastic candidate, who shares our vision, passion, and dedication to serve our customers, quickly, efficiently, and professionally. We offer a great work environment and team approach with an opportunity for professional and financial growth.

Job Summary

The Contact Center Intake Agent is a pivotal role responsible for managing incoming calls and inquiries, ensuring a positive customer experience. The ideal candidate possesses contact center experience, the ability to work weekends, excellent time management, and a commitment to teamwork. Preferred qualifications include knowledge of Michigan No-Fault Auto Law, technical proficiency with Salesforce and Zoom softphones, and a reliable home office setup meeting specific requirements.

Key Responsibilities

  • Customer Interaction:
    • Provide exceptional customer service by addressing inquiries, concerns, and requests.
    • Utilize effective communication skills to ensure a positive customer experience.
    • Enjoy engaging with people and excel in interpersonal communication.
    • Provide empathetic guidance to prospective clients in the initial stages of the legal process, offering support during a challenging period in their lives.
  • Availability:
    • Demonstrate flexibility by being available to work at least one weekend shift.
    • Accommodate variations in work schedules based on business needs.
  • Time Management and Punctuality:
    • Exhibit strong time management skills to prioritize tasks effectively.
    • Ensure punctual and reliable attendance during scheduled shifts.
  • Team Collaboration:
    • Work collaboratively with team members and other departments to resolve customer issues.
    • Contribute to a positive team environment through effective communication and cooperation.
  • Feedback and Improvement:
    • Display a willingness to receive and apply constructive feedback for personal and professional development.
    • Continuously strive for improvement in customer service skills and efficiency.
  • Technical Proficiency:
    • Possess strong computer and technical capabilities.
    • Preferred knowledge of Salesforce and Zoom softphones to enhance job performance.
  • Home Office Requirements:
    • Ensure a reliable internet connection with a minimum download speed of 100 Mbps.
    • Maintain a quiet work environment conducive to effective customer interactions.
    • Use a company-provided headset and a second monitor for enhanced productivity.


  • Previous experience in a contact center or customer service role.
  • Excellent communication and interpersonal skills.
  • Familiarity with customer service software and technical proficiency.
  • Ability to adapt to a dynamic work environment.
  • High school diploma or equivalent.

This comprehensive job description outlines the key responsibilities, preferred qualifications, and specific requirements for the Contact Center Intake Agent position, providing a clear understanding of the skills and attributes sought in potential candidates.

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