Call Center Agents - Onsite | Centerville Office Support Limited
Job Title: Call Center Agents
Location: Abuja (Onsite)
Company Name: Centerville Office Support Limited
Job Type: Full Time
Salary: ₦150,000 - ₦170,000
Full job description
We are seeking a dedicated and empathetic call center agent to join our SSD unit. This role is ideal for individuals who excel in communication, enjoy problem-solving, and are passionate about providing excellent customer service while supporting clients through the Social Security Disability (SSD) process.
The Call Center Agent will be responsible for gathering and updating client information, managing benefit status updates, conducting follow-up calls, and maintaining communication with both clients and Social Security offices. The ideal candidate will demonstrate professionalism, strong attention to detail, and a compassionate approach to client interactions.
Key Responsibilities
Intake Specialist Functions
Guide clients through detailed questionnaires to obtain necessary legal and medical information.
Accurately document and input client data into Salesforce CRM.
Collaborate with attorneys and legal staff to evaluate case potential and assist with case assignments.
Assist clients with necessary documentation and signatures.
Maintain confidentiality and ensure compliance with legal and ethical standards.
Provide compassionate support to clients, ensuring they understand the intake process and next steps.
Organize and maintain case files and supporting documentation.
Follow established office policies, procedures, and compliance guidelines.
Assist with general administrative duties to support legal team operations.
Case Management Functions
Client Communication & Support
Serve as the primary contact for clients throughout the SSD claims process.
Provide timely updates on case progress and ensure clients understand each stage of their claim.
Clearly explain the application, reconsideration, and appeals procedures.
Address client inquiries and concerns with professionalism and empathy.
Case Documentation & Coordination
Collect and organize medical records, employment history, and other required documents.
Assist clients with completing SSA forms and ensure all documentation is accurately uploaded to Salesforce.
Maintain thorough, up-to-date case files in the firm’s case management system.
Collaborate closely with attorneys, paralegals, and support teams to prepare cases for subsequent stages.
Status Specialist Functions
Communicate with SSA representatives to obtain claim updates and clarify pending issues.
Record and update claim status accurately in Salesforce CRM.
Inform caseworkers of claim progress, pending actions, or SSA decisions.
Prepare, submit, and fax required documentation to facilitate timely claim processing.
Requirements & Qualifications
Required:
Bachelor’s degree in law, mass communication, English, or a related field (minimum second class upper—2:1).
Excellent written and verbal communication skills with clear English diction.
Strong organizational skills and close attention to detail.
Demonstrated ability to handle confidential information with professionalism.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Working knowledge of Salesforce CRM.
Availability to work on-site in Abuja (CBD) from 2:00 PM – 11:00 PM WAT. A company-provided shuttle service is available for evening transportation to designated drop-off points.
Preferred:
Familiarity with Social Security Disability law and SSA regulations.
Previous experience in case management, legal support, or client service roles.
Job Type: Full-time
Pay: ₦150,000.00 - ₦170,000.00 per month
Application Question(s):
Compulsory:
This role requires you to work from 2:00 PM to 11:00 PM, Monday through Friday, from our office located in Central Business District (CBD), Abuja. A company shuttle will be provided after close of work.
Does this schedule and arrangement work for you?
Compulsory:
What is your graduating CGPA/final grade?
Compulsory:
Have you previously worked in a call center environment or in any core customer service role that required daily phone interaction with clients?