Remote Client Intake Specialist - Empathetic Phone Support

Resolv Global; Wichita (KS); Remote; USD 27,000 - 31,000; Full time

Benefits offered by this job

Fully remote US position

Company equipment provided

Job summary

Resolv Global is hiring Client Intake Specialists to join a growing remote team supporting individuals seeking professional assistance during stressful situations. This high-touch, phone-based role requires empathy, clear communication, and the ability to guide clients through the next steps.

As the first point of contact, you will verify information, explain the intake process, schedule consultations, document interactions in the CRM, and escalate issues per policy.

Qualifications

• Minimum 1 year of customer service experience in a phone-based or client-facing position.
• Experience handling both inbound and outbound calls.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Ability to stay calm under pressure and de-escalate challenging conversations.
• Accurate documentation in the CRM.

Responsibilities

• Handle inbound and outbound calls with new and existing clients.
• Verify client information accurately.
• Explain the intake process, client journey, and expected next steps.
• Schedule consultations and appointments.
• Follow up with clients who have completed enrollment but have not yet connected with the appropriate team.
• Assist clients who have not completed the enrollment process.
• Listen to client concerns and objections and respond with empathy.
• De-escalate challenging conversations while maintaining professionalism.
• Educate clients on the process and next steps without providing professional or legal advice.
• Accurately document every interaction in the CRM.
• Help clients obtain required documents and records when needed.
• Escalate complaints and sensitive situations according to established procedures.
• Follow established processes, procedures, and compliance requirements.

Skills

Customer service

Phone-based communication

Empathy

Active listening

Problem solving

CRM documentation

Education

High school diploma or equivalent

Tools

CRM software

Job description

Resolv Global is hiring Client Intake Specialists to join a growing remote team supporting individuals seeking professional assistance during stressful situations. This high-touch, phone-based role requires empathy, clear communication, and the ability to guide clients through the next steps.

As the first point of contact, you will verify information, explain the intake process, schedule consultations, document interactions in the CRM, and escalate issues per policy.