Job Title: Customer Intake Associate (Remote)

Department: Internal Ops

Position Type: Full-time (hourly) position eligible for overtime. This is a 100% remote position.

Compensation: Starts at $19/hr

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

Job 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.

Essential Functions:

The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

Primary responsibilities:

• 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

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

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

Education & Experience:

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

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

Work Environment:

Remote position: This position is in the employee's residence and requires the employee to have a workspace free of distraction during work hours to perform job duties. 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.

Physical Demands:

• Requires sitting at a desk for long periods of time, performing tasks on a computer, the ability to move within the office to attend meetings, access equipment, or interact with colleagues.

Equal Opportunity Employer:

At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.