[Hiring] Customer Intake Associate @Homeworks Energy

Role Description

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.

Qualifications

• 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
• 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)

Requirements

• 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

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

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

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.