Call Center Representative

Parmele Disability Advocates•Wichita, KS

2d•Hybrid

About The Position

The Hearing Operations Call Center Representative role at Parmele Disability Advocates assists clients who are waiting for their disability hearing to be scheduled by the Social Security Administration. This role reports to a designated Team Lead and the Legal Assistant Manager and plays a vital part in maintaining consistent, compassionate communication with our clients. Why Should you Work at Parmele Disability Advocates? Do you want a career where your work truly makes a difference? Where you are part of a supportive team working toward meaningful goals? Where your experience is valued, and growth is encouraged? If so, Parmele Disability Advocates may be the right fit for you. We offer: Competitive pay Consistent Monday–Friday, 8:00 a.m. – 5:00 p.m. schedule (with some flexibility) Health insurance and a 401(k) with employer match Opportunities for advancement A positive, energetic, and mission-driven work environment Our mission is simple and powerful: "We use our knowledge of disability law, along with our compassionate hearts, to zealously advocate for our clients and inspire hope in our communities." Experience in the legal field and knowledge of the Social Security Disability process are not required for a candidate entering the Call Center Representative role at Parmele Disability Advocates. We can and will teach you what you need to know to help us represent our clients well. Most of our staff started at Parmele with no prior experience in the legal field, and 99% of our staff were completely new to the world of disability when they started. The key factors that we look for in Call Center Representatives are the Core Competencies and Skills that will lead them to grow into the role. Call Center Representatives will work on an inbound and outbound call center / case management team. They interact daily with clients who are waiting for their hearing to be scheduled. Flexible work from home options available. At Parmele Disability Advocates, we are proud to combine compassionate service with unmatched experience. With over 150 years of combined legal knowledge, our team has helped more than 61,000 individuals obtain the disability benefits they rightfully deserve. Our growth—from a two-person start-up to a team of 150 professionals across Missouri, Kansas, Arkansas, and Oklahoma—reflects our unwavering commitment to advocacy and results. While our offices are based in the Midwest, we serve clients nationwide, ensuring everyone has access to the support they need. Behind every case is a team that truly cares. If you're seeking a place where your work makes a difference and your values align with your mission, Parmele may be the place for you.

Requirements

Attentiveness: Call Center Representatives at Parmele Disability Advocates possess a high level of attention to detail, the ability to spot errors, and are highly attentive to the needs of our clients.
Efficiency: Call Center Representatives at Parmele Disability Advocates complete tasks efficiently while also comprehending the purpose and importance of each task.
Customer Service: Call Center Representatives at Parmele Disability Advocates perform their work with a continuous focus on the client, whether they are actively engaging with the client or performing work on the client’s behalf.
Coachability: Call Center Representatives at Parmele Disability Advocates are eager to learn and appreciate constructive feedback and coaching that is given positively.
Technical Proficiency: Call Center Representatives at Parmele Disability Advocates are comfortable engaging with various software platforms to perform their duties including Microsoft Word and Microsoft Outlook; they are comfortable learning new technology platforms and catch on quickly.
Relational: Call Center Representatives at Parmele Disability Advocates perform their work while also realizing that they are part of a much larger group of people working toward the common goal of winning disability benefits for our clients.
Change Management: Call Center Representatives at Parmele Disability Advocates are flexible and can quickly change course when it is necessary to meet the needs of our clients or to comply with the evolving regulations of the Social Security Administration; they are able to cross-train in multiple areas to provide the best assistance to our clients.
Problem Solver: Call Center Representatives at Parmele Disability Advocates work under a Team Lead and a Manager, but they are also able to make independent decisions, calculate risks, and act within the guidelines of Parmele’s policies and operating procedures to solve problems.

Responsibilities

Answer inbound calls and place outbound calls to clients
Greet and assist clients and prospective clients visiting the local office
Communicate professionally with clients, coworkers, the Social Security Administration (SSA), and third parties
Accurately document all interactions in Parmele’s case management software
Generate and submit pre-created documents to the SSA using internal system
Perform additional duties as needed to support client advocacy and firm operations
Researching the status of clients’ claims and providing them with status updates.
Documenting every client interaction through Parmele’s case management software.
Using pre-created documents in Parmele’s case management software to send documents to the client and/or the Social Security Administration.
Mailing, faxing, and/or emailing documents and information to clients, the Social Security Administration, and third parties.
Receiving, reviewing, and processing inbound mail for their assigned office, as required.