Intake Case Analyst

Position Type: Full-Time
Pay Rate: $22.00/hour (English) | $25.00/hour (Bilingual Spanish)
Training Schedule: Monday-Friday, 8:00 AM - 4:30 PM ET (first 4 weeks)
Work Schedule: Monday-Friday, shifts scheduled between 7:00 AM and 7:30 PM ET

Incentive Program

Candidates who meet established KPI and performance goals during the training period will have incentive earnings banked throughout their assignment. These earned incentives are paid out upon successful conversion to a permanent employee.

Opportunity for Permanent Employment

This position offers a strong pathway to permanent hire. Employees are evaluated for conversion after approximately 90 days based on:

• Performance metrics and KPI attainment
• Attendance and schedule adherence
• Quality and productivity standards
• Overall contribution to the team

Position Overview

We are seeking motivated and customer-focused Intake Case Analysts to join our contact center team. This role is ideal for candidates with a strong background in inside sales, sales development, lead follow-up, or other phone-based sales environments. Successful analysts are persistent, relationship-driven professionals who excel at building trust, managing follow-up activity, and guiding conversations toward positive outcomes.

This is not a traditional customer service or order-taking role. The individuals who thrive in this position take ownership of their pipeline, proactively follow up with prospective clients, and understand how to move conversations forward while delivering an exceptional experience.

Key Responsibilities

• Handle a high volume of inbound and outbound phone calls with prospective clients.
• Conduct detailed intake conversations and gather accurate information regarding potential cases.
• Build rapport and establish trust with individuals contacting the organization during difficult or stressful situations.
• Maintain consistent follow-up with leads to maximize case conversion opportunities.
• Manage a pipeline of prospects and maintain regular communication throughout the intake process.
• Enter and update information accurately across multiple systems while actively engaged in phone conversations.
• Document all interactions thoroughly and maintain detailed records.
• Meet performance expectations related to productivity, call quality, follow-up activity, attendance, and schedule adherence.
• Collaborate with team members and leadership to ensure a positive client experience.

Qualifications

Required

• 2+ years of experience in inside sales, sales development (SDR), outbound calling, lead generation, or consultative phone sales.
• Strong communication and active listening skills.
• Comfortable spending the majority of the workday on the phone.
• Experience managing follow-up activity and working a sales pipeline.
• Ability to navigate multiple systems simultaneously while speaking with customers.
• Strong data entry and documentation skills.
• Reliable attendance and ability to work within a measured contact center environment.
• Flexibility to work assigned shifts between 7:00 AM and 7:30 PM Eastern Time.

The professional staffing division of EmployBridge, America's Leading Workforce Specialist:
When our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.