Intake Specialist (Consumer Services)

Georgia Department of Revenue•Atlanta, GA

About The Position

The Intake Specialist facilitates the initial stages of customer engagement by managing the intake process. The role is the first point of contact for customers and supports accurate information gathering, documentation, and communication within the department. Under supervision, the specialist coordinates intake activities and works with internal teams to support the transition from intake to service delivery. The position also contributes to improvements in intake procedures and customer experience and performs other duties as assigned.

Requirements

High school diploma or GED.
Two years of experience communicating information in a customer service setting, or one year of experience at the lower-level Customer Svc Rep 1 (GST120) position or equivalent.

Responsibilities

Serve as the primary point of contact for incoming customer inquiries via phone, email, and online platforms.
Gather relevant customer information and assess eligibility for services during the initial process.
Enter and update client data accurately in the case management system.
Ensure required documentation is completed, signed, and stored appropriately.
Schedule appointments and coordinate follow-up communications as needed.
Collaborate with internal teams to ensure a smooth handoff from intake to service delivery.
Maintain confidentiality and comply with HIPAA and data regulations.
Identify and escalate urgent or high-priority cases to appropriate team members.
Assist with administrative support tasks, including filing, scanning, and managing intake logs.
Contribute to continuous improvement of intake procedures and customer experience.
Perform other duties as assigned.