Intake Coordinator

Intake Coordinator 

Location: Remote (U.S. Based)

Schedule: Evening & Weekend Coverage Required (Eastern Time Zone)

Employment Type: Part-Time, Non-Exempt (Hourly)

Competitive Hourly Rate Based on Experience

About Heritage Builders

Heritage Builders is a growing residential roofing company serving homeowners throughout the Northeast. As part of a national roofing platform, we are building a centralized Contact Center that will support Heritage Builders and provide customer support, lead intake, and appointment coordination for multiple locations.

We are seeking motivated, customer-focused Intake Coordinators to join our growing team and help create an exceptional customer experience from the very first phone call.

Position Summary

The Intake Coordinator serves as the first point of contact for prospective customers contacting Heritage Builders. This role is responsible for answering inbound calls, responding to customer inquiries, gathering information, qualifying opportunities, scheduling appointments, and ensuring every customer receives a professional and positive experience.

This is an excellent opportunity for someone with experience in roofing, construction, home improvement, customer service, inside sales, appointment setting, or administrative support who enjoys building relationships and helping customers over the phone.

The ideal candidate is confident speaking with homeowners, highly organized, self-motivated, and comfortable working independently in a remote environment.

Schedule Requirements

We are currently seeking flexible part-time team members to support our Contact Center during the following hours:

· Monday through Friday: 6:00 PM – 8:00 PM Eastern Time

· Saturday and Sunday: 8:30 AM – 8:00 PM Eastern Time

We anticipate hiring two part-time team members who can rotate schedules, assist with coverage, and provide support during employee absences and vacations.

Key Responsibilities

· Answer inbound customer calls professionally and promptly

· Build rapport and establish trust with prospective customers

· Gather customer information and accurately document details within company systems

· Qualify incoming leads based on established criteria

· Schedule appointments and coordinate customer requests

· Respond to customer questions regarding services, processes, and next steps

· Maintain accurate records within CRM and scheduling systems

· Follow up with customers as needed to ensure a positive experience

· Support lead management and customer communication initiatives

· Collaborate with sales, operations, and administrative teams

· Assist with overflow call volume and special projects as assigned

Qualifications

Required

· Previous experience in customer service, inside sales, appointment setting, call center, administrative support, or similar customer-facing roles

· Excellent verbal communication and phone skills

· Strong organizational and time management abilities

· Ability to work independently in a remote environment

· Comfortable learning and utilizing CRM(Roofr/Jobber/Acculynx), scheduling, communication software, and VoIP Phone system(RingCentral)

· Professional, dependable, and customer-focused demeanor

· Strong attention to detail and follow-through

Preferred

· Roofing industry experience would be given priority consideration

· Experience working for additional trades such as; HVAC, solar, windows, siding, remodeling, construction, or other home-improvement company

· Experience qualifying leads and scheduling appointments using a CRM 

· Experience working in a remote contact center or call center environment

· Bilingual (English/Spanish) candidates are encouraged to apply

What Makes Someone Successful in This Role?

· You enjoy talking with people and building relationships.

· You are naturally friendly, professional, and empathetic.

· You can remain positive and productive during busy periods.

· You are comfortable asking questions and guiding conversations.

· You take ownership of customer experiences and follow through on commitments.

· You are self-motivated and dependable without requiring constant supervision.

Benefits

· Fully remote work environment

· Flexible part-time scheduling opportunities

· Growth opportunities within a rapidly expanding organization

· Professional development and training

· Opportunity to help build a new Contact Center from the ground up

If you enjoy helping customers, thrive on the phone, and want to be part of building something new and exciting, we encourage you to apply.

This is a fully remote position. Candidates must have a professional home office setup in a quiet area, reliable high-speed internet, and the ability to participate in video meetings and utilize company communication systems effectively.