Customer Care Intake Coordinator

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Position Description

Position Overview: In this role, you’ll be the first point of contact for new customers, guiding them through the onboarding process, while also ensuring ongoing satisfaction by checking in throughout their projects. You’ll collaborate with production and project managers, handle inquiries, and keep everything running smoothly in a fast-paced environment. If you thrive on variety and love helping people, this is the job for you!

Responsibilities

• Create customer profiles from leads and initiate service with outbound calls, explaining our process and setting expectations.
• Prepare job documentation and hand off to production staff to kick off projects.
• Conduct weekly check-ins with active customers to gauge satisfaction and relay feedback to project managers.
• Answer inbound calls, address questions, or route messages to the right team members, including our business partners.
• Stay informed on project progress and escalate customer concerns to the appropriate team without managing project details directly.
• Encourage customer feedback post-project to measure satisfaction.
• Provide regular updates to the production manager on customer sentiment and issues.

Desired Qualifications

• Strong communication and customer service skills, with a friendly and proactive approach.
• Ability to juggle conflicting priorities and stay organized in a dynamic setting.
• Background in construction, working with insurance, or handling insurance claims is a plus, bringing valuable insight to our customer base and projects.
• Spanish fluency is a big plus to connect with our diverse customers.
• Comfortable with CRM or project management tools
• Team player who can collaborate across departments and support colleagues effectively.
• Must be flexible with work schedule that includes nights, weekends, and holidays.