[Hiring] Intake Agent @Talentoma

Role Description

Working in a CRM such as Salesforce and an online form platform such as Jotform, the Intake Agent receives business service requests and turns initial inquiries into clear next steps. The role sits within the intake team, works under an intake team lead, and helps prevent incomplete requests from delaying service. The agent works with prospective clients, service coordinators, and internal service teams to clarify needs and direct requests appropriately. This fully remote position offers work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Receive incoming service inquiries through shared email, online forms, and a support platform such as Freshdesk, identifying each request's purpose before taking action.
• Conduct intake conversations using approved questions to understand the requested business service, preferred contact method, and information needed for the next step.
• Check submitted details for completeness, identify duplicate inquiries, and ask clients to clarify missing or inconsistent information without making assumptions.
• Enter verified contact details, request categories, conversation notes, and next actions into a CRM such as Salesforce so colleagues can continue the work.
• Review submissions from an online form platform such as Jotform and connect relevant responses to the correct client inquiry for internal review.
• Explain available service pathways and standard intake steps using approved guidance, referring questions outside that guidance to the intake team lead.
• Route completed requests and internal referrals to the appropriate service coordinator, summarizing the client's needs and any unanswered questions in clear handoff notes.
• Follow up on incomplete requests through the agreed contact method, record each attempt, and update the request status when clients respond.
• Escalate unclear service matches, repeated contact difficulties, or conflicting instructions to the intake team lead, then relay confirmed next steps to clients.
• Close or transfer requests after confirming the next owner; quality is judged on accuracy, turnaround, complete notes, appropriate routing, and timely follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience in intake, reception, or customer support is preferred.
• Familiarity with business service inquiries, structured intake questions, and the difference between receiving a request and approving a service.
• Ability to learn shared request queues, online forms, and CRM screens while following written intake instructions consistently.
• Clear spoken and written communication, including the ability to ask focused questions and summarize answers without changing their meaning.
• Careful handling of client information and sound judgment about which details belong in shared request notes.
• Ability to track open inquiries, recognize missing information, and complete handoffs without losing outstanding questions.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Benefits

• Fully remote work with desk-based responsibilities completed from your home workspace.
• Structured onboarding and training on Salesforce, Jotform, and Freshdesk, presented as example systems used for this work.
• Regular check-ins with the intake team lead to review questions, handoffs, and progress.
• Build practical skills in intake interviewing, information gathering, request fulfillment, and internal referral handling.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.