Customer Intake Associate (Remote Customer Service)

HomeWorks Energy, Inc.; United States; Remote; USD 22,000 - 30,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Paid training

401k Retirement Plan with match

PTO with accrual schedule

Employee Assistance Program

100% Remote

Job summary

HomeWorks Energy is seeking a dependable, customer-focused, and technology-savvy Customer Intake Associate to join our Internal Operations team in a fast-paced remote environment.

This role combines inbound and outbound calls, customer intake and qualification, appointment scheduling, lead outreach, approvals support, admin work, and special projects, all while maintaining productivity and quality in a remote setting.

Qualifications

• 2+ years of high-volume customer service, call center, scheduling, intake, or similar environment.
• Strong computer skills and ability to navigate multiple systems.
• Excellent verbal, written, and active-listening skills.

Responsibilities

• Handle high-volume inbound calls with professional, accurate service.
• Make outbound calls to leads and referrals.
• Educate customers about HomeWorks Energy programs and next steps.
• Document interactions and appointments in Salesforce and other systems.
• Schedule, confirm, cancel, and reschedule energy assessments.

Skills

Customer service

Multitasking

Verbal/written communication

Independent work

Education

High school diploma or equivalent

Tools

Salesforce

Five9

Job description

Career Opportunities with Homeworks Energy

A great place to work.

Current job opportunities are posted here as they become available.

Customer Intake Associate (Remote Customer Service)

Customer Intake Associate (Remote Customer Service)

Compensation: $19 per hour eligible for overtime

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, admin 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
• Perform calls to 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 escalates 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 virtual 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
• CRM updates and documentation
• 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 in a remote environment 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 log into their computers within their remote work environment 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, remote customer-facing position. Employees must have:

• A quiet, dedicated remote workspace free from distractions and interruptions during scheduled working hours
• A remote 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 throughout the entire company.

• Health Insurance
• Vision Insurance
• Paid training
• 401k Retirement Plan with match
• PTO with accrual schedule
• Employee Assistance Program
• 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.