Intake Specialist (VA Repair)

Job Description

Job Description

Job Title : Intake Specialist (VA Repair)
Reports to: Supervisor, Contact Center
Location : Orlando, FL (or remote)

Overview

As an Intake Specialist, the role involves acting as the first point of contact for veterans with repair requests for VA-issued wheeled mobility devices via phone calls, webforms, and emails. Superior people skills and problem-solving abilities are essential to assist with damaged mobility equipment claims. Responsibilities include creating repair cases efficiently, assigning them to appropriate repair facilities for prompt service, answering questions about repair status, and expediting issue resolution. The position requires the ability to work independently and reliably in a high-volume contact center and to be comfortable in ambiguous and evolving situations as the program continues to expand and develop.

What That Actually Involves

• Prioritize inquiries in a timely and solution-oriented manner.
• Coordinate and follow up routinely with all stakeholders including technicians, vendors, veterans, and internal team members and departments, etc.
• Research appropriate vendors to provide timely solutions for claim resolution.
• Accurately obtain and document intake details.
• Accurately and professionally document the details of the claim in the notes.
• Gather, analyze, and evaluate information through claim file review, listening and/or questions to problem solve and support decision making.

What You Will Need

• Reliable work ethic demonstrated by the ability to maintain your time and attendance by avoiding tardiness and unplanned absences.
• Bilingual is an asset (specifically Spanish).
• A minimum of three (3) years of customer service experience (call center or insurance claims environment is an asset).
• A minimum typing speed of 45 WPM (error rate less than 5%).
• Excellent customer service skills including the ability to manage potentially confrontational situations with tact and diplomacy when dealing with distressed veterans.
• Well-developed verbal and written communication skills, with a focus on excellent grammar and attention to detail.
• Exceptional organizational and time management skills.
• The ability to complete detailed and accurate work in a fast-paced team environment.
• Flexibility and the ability to work all shifts including evenings, weekends and holidays.

Additional Information

• Fun, flexible, team-oriented environment.
• Pay - $18hr.
• Full time: 20-25 hours per week.
• Operational hours: 8am- 9pm EST Monday to Friday and 10am to 6pm weekends and holidays.
• 8am- 4:30pm EST during training period for first 3-4 weeks (may vary based on time zone of successful candidates).

Essential Job Functions and Physical Requirements

• Physical Requirements:
  • Ability to lift, carry, push, and pull up to 20–25 pounds independently.
  • Ability to sit and/or stand for extended periods.
  • Ability to occasionally bend, kneel, crouch, or reach to perform routine or business-related tasks.
    
• Communication & Collaboration Requirements:
  • Active participation in virtual meetings is an essential function of this role. The employee must be able to consistently engage in scheduled video calls, presentations, and team discussions using various video conferencing platforms.
  • Ability to communicate effectively in English, both verbally and in writing.
  • Ability to manage multiple tasks and shifting priorities with attention to detail and responsiveness.
  • Ability to work independently while also collaborating in a team environment.
    
• Remote Work Requirements:
  • Must have access to a reliable internet connection and maintain a professional, distraction-free remote work environment.
  • Must be available during core business hours unless otherwise approved by management.
    
• Technology Use:
  • Ability to operate a computer, phone, and standard office equipment for extended periods.
  • Proficiency or willingness to learn digital platforms for communication, documentation, and task management.
    
• Attendance and Time Commitment:
  • Regular, predictable attendance is required.
  • Timely responsiveness and presence during scheduled virtual meetings and operational check-ins are expected.

Who We Are

Scootaround is North America’s leading mobility enhancement company. We rent, repair and service scooters, wheelchairs, walkers, oxygen, and all other types of personal mobility equipment in over 2,500 locations across North America and recently moved to directly selling mobility equipment through our online store and call center. Since 1997, Scootaround has been a proven innovator in developing solutions for travelers requiring personal mobility equipment. Today, Scootaround is the only company in the world uniquely positioned to accommodate a growing demographic utilizing these services worldwide. 

WHILL Inc. is the parent company for Scootaround worldwide.

WHILL was founded in 2012 in Japan to build a platform for short-distance mobility. Providing people with access to an innovative and well-designed personal mobility solution that can be used comfortability whenever needed. The company came together to redefine the perception of mobility devices through design and innovation. From personal mobility devices to fleet management and autonomous solutions, WHILL is at the forefront of personal transportation.

If you thrive on helping people, think about choosing a rewarding career where you will have the opportunity to connect with people in challenging situations.

E-Verify Participation:
Scootaround Inc. participates in E-Verify to confirm the identity and employment eligibility of all new hires. Candidates must provide documentation to establish identity and legal authorization to work in the United States.

Equal Opportunity Employer:
Scootaround Inc. is an equal opportunity employer and prohibits discrimination or harassment based on race, color, religion, sex, national origin, age, disability, or any other protected status in accordance with applicable law.

Accommodation

If you require accommodation support during the recruitment process, please contact [email protected]. Please note this contact information is for accommodation reasons only.

We thank all applicants, but only those selected for an interview will be contacted.