[Hiring] Inbound Lead Intake & Customer Service Specialist @HireHawk

Role Description

The Customer Service & Lead Intake Specialist will serve as a first point of contact for prospective and existing customers, primarily handling inbound phone calls and new lead inquiries for our client. The role is responsible for providing a professional and welcoming customer experience, answering basic questions about the company's services, gathering and qualifying lead information, and accurately entering customer and lead details into the company's system.

This individual will help ensure that incoming opportunities are properly captured, organized, and directed to the appropriate team member for follow-up. Because the role involves significant direct customer interaction, excellent spoken English, confidence on the phone, strong listening skills, and a customer-first attitude are essential.

Responsibilities

• Handle inbound calls and inquiries from prospective and existing customers professionally and courteously.
• Answer basic questions about the company’s flooring products, services, and processes.
• Gather and qualify lead information, including customer needs, project details, contact information, and timelines.
• Accurately enter and maintain customer and lead information in the company’s system.
• Route qualified leads and customer concerns to the appropriate team member and ensure timely follow-up.

Qualifications

• Excellent spoken English, with clear pronunciation and the ability to communicate naturally and professionally with U.S.-based customers.
• 2+ years of experience in customer service, inbound sales, lead intake, receptionist, appointment-setting, or another customer-facing phone role.
• Strong phone etiquette and customer service skills, including the ability to build rapport quickly and represent the company professionally.
• Comfortable handling a high volume of inbound customer conversations and inquiries.
• Ability to ask appropriate qualifying questions and accurately capture lead/customer information.
• Strong active listening skills and ability to understand the customer's needs before routing or escalating the inquiry.
• Ability to answer basic questions about company products and services after training.
• Comfortable entering and maintaining lead information in a CRM, ERP, or similar business system.
• Strong attention to detail and accurate data entry skills.
• Ability to distinguish between qualified opportunities, general inquiries, existing-customer needs, and calls that need to be escalated.
• Reliable internet connection and professional, quiet environment for customer calls.
• Comfortable working during U.S. Pacific business hours.
• Experience with flooring, home improvement, construction, interior design, retail, or a related service industry is a plus, not a requirement.

Benefits

• Access to a $200K+ perk marketplace with discounts on 150+ global services.
• Option to withdraw up to 50% of approved earnings before payday.