The Intake Coordinator is the first point of contact for all new service requests. This role is responsible for answering inbound calls, responding to new inquiries, creating accurate leads in our CRM, scheduling initial appointments, and ensuring every potential customer receives prompt, professional service. The Intake Coordinator owns the customer experience from the first contact until the work order is handed off to Operations.
This position also supports operational excellence by maintaining accurate reporting on team KPIs and other key performance metrics. We are looking for a driven, detail-oriented individual who takes ownership of their work, enjoys improving processes, and is eager to contribute to the continued growth and success of the team.
Candidates must be available to work 7:30 AM–6:00 PM CST (Texas time) and have a reliable high-speed internet connection and a two-monitor workstation.
Primary Responsibilities
We are seeking an organized, customer-focused Intake Coordinator to serve as the first point of contact for new and prospective customers. In this role, you will:
- Answer inbound phone calls and respond to email inquiries.
- Qualify customers and gather complete job details.
- Ask thoughtful diagnostic questions to determine service needs and urgency.
- Create and manage leads in our CRM while verifying customer and property information.
- Assign the appropriate job type and priority and ensure all required information is collected before scheduling.
- Schedule initial appointments based on technician availability.
- Confirm appointments and property access information with customers.
- Follow up on missed calls and prospective leads.
- Route inquiries to the appropriate team members.
- Maintain professional, responsive communication and escalate issues when appropriate.
- Build, maintain, and distribute reports tracking team KPIs and operational metrics.
- Identify trends and opportunities for process improvement through reporting and data analysis.
- Support leadership with accurate reporting and contribute ideas that improve efficiency and customer experience.
Required Qualifications
- Customer service experience.
- Excellent phone communication skills.
- Fast and accurate typing and data entry.
- Basic maintenance knowledge.
- Experience using scheduling software.
- Ability to multitask and work in a fast-paced environment.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- Experience as a Maintenance Coordinator, Construction Production Coordinator, or in a similar operations or service coordination role.
- Experience creating reports and tracking KPIs.
- Self-motivated, proactive, and committed to contributing to team and company growth.
Preferred Software
- Workiz
- Housecall Pro
- Jobber
- AppFolio
- Google Workspace
- RentVine
- Property Meld
Job Type: Full-time
Pay: $20,000.00 - $22,651.97 per month
Work Location: Remote
