Customer Intake Associate (Customer Service & Scheduling)

Department: Internal Operations
Reports To: Customer Success Manager
Position: Full-Time, Remote
FLSA Status: Non-Exempt (Hourly)
Compensation: $19–$22/hour

While this position is 100% remote, our company is currently registered as an employer only in specific states. To comply with state tax laws, payroll regulations, and employment standards, we can only consider applicants who currently live in and are authorized to work in: MA, AZ, CA, CO, CT, FL, GA, ME, MO, NE, NV, NH, NJ, NM, NY, NC, OH, PA, RI, SC, TN, TX, VT

Position Summary

HomeWorks Energy is seeking a dependable, customer-focused, and technology-savvy Customer Intake Associate (CIA) to join our Internal Operations team.

This is a fast-paced, high-volume customer service and sales position combining inbound and outbound calls, customer intake and qualification, appointment scheduling, lead outreach, approvals support, administrative work, and special projects.

Customer calls are a primary responsibility, but this is not a calls-only position. CIAs are expected to remain productive throughout the workday by transitioning between customer calls and assigned operational work based on business needs.

Successful candidates are strong communicators who are comfortable with technology, enjoy helping customers, work well independently, and can manage multiple priorities in a structured, performance-driven remote environment.

What You'll Do

• Handle high-volume inbound customer calls and provide professional, accurate, and efficient service
• Make outbound calls to leads, referrals, prospective customers, and customers requiring follow-up
• Educate customers about HomeWorks Energy programs, eligibility requirements, services, and next steps
• Collect and verify customer, property, utility, and other required information
• Assist qualified customers with scheduling, confirming, canceling, and rescheduling energy assessment appointments
• Complete assigned customer intake, qualification, and approvals-related work
• Follow up with customers to obtain missing information or documentation
• Work assigned leads and outreach campaigns to help convert interested customers into scheduled appointments
• Resolve routine customer questions and concerns and appropriately escalate complex issues
• Accurately document customer interactions, outreach attempts, appointments, and outcomes in Salesforce and other systems
• Follow established procedures, workflows, scripts, and program requirements
• Participate in training, coaching, quality reviews, and team meetings

Between-Call Responsibilities

When not actively assisting customers, CIAs are expected to remain engaged in assigned productive work, which may include:

• Lead and referral outreach
• Customer callbacks and follow-up
• Intake and approvals queues
• Appointment scheduling, rescheduling, confirmations, and cancellation recovery
• Customer information/document requests
• CRM updates and documentation
• Customer email or case queues
• Wait-list, backlog, or other customer outreach initiatives
• Data cleanup, process improvement, and special projects

Employees must be able to independently transition between inbound calls, outbound calls, administrative work, and other assigned responsibilities throughout the workday.

Qualifications

Required

• High school diploma or equivalent
• 2+ years of previous experience in a high-volume customer service, call center, inside sales, scheduling, intake, or similar environment
• Strong computer skills with the ability to efficiently navigate multiple systems and applications simultaneously
• Ability to accurately enter information and document customer interactions while speaking with customers
• Excellent verbal, written, and active-listening skills
• Strong organization, attention to detail, time management, and follow-through
• Comfortable making outbound customer and sales-related calls
• Ability to learn and retain detailed processes, program requirements, and system workflows
• Ability to work independently and manage multiple priorities in a fast-paced, metrics-driven environment
• Ability to receive and apply coaching and feedback
• Consistent, reliable, and punctual attendance

Preferred

• Previous successful remote or hybrid work experience
• Experience with Salesforce, Five9, or similar CRM/contact-center systems
• Experience with appointment scheduling, lead management, customer qualification, or inside sales

Performance & Attendance Expectations

CIAs work in a performance-driven environment and are expected to balance excellent customer service with productivity, accuracy, efficiency, and results.

Performance may be measured through customer experience, quality, productivity, call handling, appointment conversion, sales, lead follow-up, documentation accuracy, process adherence, schedule adherence, and attendance.

Reliable attendance is an essential requirement of this position. Employees are expected to report to work on time, remain available throughout their scheduled shift, and adhere to assigned schedules, breaks, lunches, meetings, training, and phone coverage.

Training & First 90 Days

Consistent attendance during training and the introductory period is critical to success.

• Full attendance and participation are expected throughout scheduled training
• Planned PTO or discretionary time off is not permitted during training
• PTO is not available for use during the first 90 days of employment in accordance with company policy
• Candidates should consider known scheduling conflicts or planned time away before accepting the position or establishing a start date

These expectations do not supersede legally protected leave, reasonable accommodations, applicable sick-time requirements, or other rights under applicable law or company policy.

Remote Work Requirements

This is a professional, customer-facing remote position. Employees must have:

• A quiet, dedicated workspace free from distractions and interruptions during scheduled working hours
• An environment appropriate for professional customer calls, meetings, coaching, and training
• The ability to maintain confidentiality of customer and company information
• Reliable high-speed internet with a minimum of 100 Mbps download and 20 Mbps upload
• A stable connection capable of supporting customer calls, virtual meetings, training, and multiple cloud-based applications
• The ability to use a wired Ethernet connection for reliable call and system performance

Remote employees are expected to maintain the same availability, productivity, professionalism, and schedule adherence expected in an office environment.

Perks/Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid training
• 401k Retirement Plan with match
• PTO with accrual schedule
• Paid holiday schedule
• Employee Assistance Program
• Fast growth opportunities!
• 100% Remote

Equal Opportunity Employer

HomeWorks Energy is an Equal Opportunity Employer committed to diversity, inclusion, and collaboration. Employment decisions are based on qualifications, skills, experience, and business requirements without regard to characteristics protected by applicable law.