Client Intake Specialist

The Client Intake Specialist is responsible for managing the front end of the customer pipeline, including inbound lead capture, estimate scheduling, CRM management, customer follow-up, post-job quality checks, and administrative coordination.

The primary objective of this role is simple: ensure no lead goes cold and no revenue opportunity falls through the cracks.

This is primarily a behind-the-scenes operations and sales-support position. The ownership team handles live phone conversations and on-site estimates, while the Client Intake Specialist owns the operational activities surrounding those interactions, including:

• Capturing every lead.
• Accurately entering information into the CRM.
• Scheduling estimate appointments.
• Maintaining customer and estimate records.
• Following up consistently on open estimates.
• Re-engaging aged opportunities.
• Conducting post-job quality checks.
• Maintaining accurate operational trackers.

The Specialist works primarily inside the company's field-service CRM and external tracking spreadsheets, transforming a reactive, owner-dependent intake process into a reliable, documented, and scalable system.

The position operates with an AI-tool baseline, using platforms such as ChatGPT or Claude to accelerate drafting, follow-up messaging, data entry, summarization, and routine coordination without sacrificing accuracy.

Key Responsibilities

Lead Intake & Capture

• Monitor inbound leads across all active channels, including:
  • Facebook / Meta paid social.
  • Organic search.
  • Website form submissions.
  • Referrals.
  • Repeat customers.
• Respond to inbound leads within the company's established target response window.
• Capture complete lead information, including:
  • Name.
  • Contact information.
  • Requested service.
  • Relevant customer notes.
• Ensure no inbound opportunity is missed during peak periods.
• Enter new leads into the CRM promptly and accurately.
• Maintain a current and complete pipeline.
• Ensure no lead remains unlogged.
• Act as the operational safety net behind the owner's initial outreach.
• Capture and advance leads the owner is unable to reach immediately.

Appointment & Estimate Scheduling

• Schedule estimate appointments within the CRM.
• Coordinate customer availability.
• Confirm estimate dates with customers.
• Send appointment confirmations.
• Send appointment reminders.
• Help reduce estimate no-shows.
• Maintain an organized and efficient estimate calendar.
• Prepare daily and weekly estimate schedules.
• Book next-day appointments whenever possible.
• Help ensure the field team's available time is used efficiently.
• Update appointment records after each estimate.
• Maintain accurate:
  • Appointment statuses.
  • Estimate outcomes.
  • Customer information.

Pipeline Follow-Up

This is a primary revenue-driving responsibility of the position.

• Own the systematic follow-up of all open estimates.
• Follow up on aged estimates that have not yet converted.
• Ensure quotes that have been sent are consistently pursued until:
  • The customer converts.
  • The opportunity is formally closed.
  • A future follow-up date is established.
• Track customers with future decision timelines.
• Re-engage customers at the appropriate time.
• Ensure commitments such as “call me back in a month” are properly tracked and executed.
• Manage and improve the company's multi-touch follow-up sequence.

Follow-up may include touchpoints such as:

• 24-hour follow-up.
• 4-day follow-up.
• 7-day follow-up.
• 30-day follow-up.
• Future-date follow-up when requested by the customer.

Follow-up should be conducted through appropriate channels such as:

• Text message.
• Email.
• CRM automation.
• Personalized outreach when appropriate.

The Specialist will also:

• Monitor automated follow-up sequences.
• Confirm automations are functioning correctly.
• Add personalized follow-up when it can help move an opportunity forward.
• Maintain a live view of the open-estimate pipeline.
• Identify aged opportunities.
• Surface high-value opportunities requiring owner attention.
• Proactively identify opportunities to recover stalled revenue.

CRM & Administrative Management

• Maintain the CRM as the single source of truth for customer pipeline information.
• Keep all records accurate, complete, and current, including:
  • Leads.
  • Customers.
  • Appointments.
  • Estimates.
  • Follow-up activity.
  • Outcomes.
• Pull operational information from the CRM.
• Transfer required information into the company's external tracking spreadsheets.
• Maintain trackers related to:
  • Jobs.
  • Materials.
  • KPIs.
• Update trackers consistently and accurately.
• Keep administrative records organized.
• Reduce the owner's daily administrative workload.
• Allow leadership to remain focused on:
  • Sales.
  • Field operations.
  • Business growth.
• Identify data inconsistencies.
• Identify process gaps.
• Identify recurring operational bottlenecks.
• Flag issues proactively.
• Recommend workflow improvements.

Post-Job Quality Check & Customer Care

• Conduct next-day quality-check calls with customers whose jobs were completed the previous day.
• Confirm customer satisfaction.
• Identify service issues early.
• Help protect the company's reputation.
• Document quality-check outcomes in the CRM.
• Escalate customer concerns promptly.
• Escalate callbacks or service issues to the ownership team.
• Trigger review requests after successful quality-check conversations.
• Encourage satisfied customers to leave online reviews.
• Track review requests.
• Track completed reviews.
• Follow up appropriately to maximize review completion.
• Support the company's online reputation and referral pipeline.

Scheduling & Rescheduling Support

• Handle rescheduling of:
  • Jobs.
  • Estimate appointments.
• Coordinate new dates with customers.
• Update the CRM calendar immediately.
• Manage schedule changes proactively.
• Handle cancellations.
• Coordinate weather-related scheduling changes.
• Help maintain a full and efficient calendar.
• Keep customers informed regarding scheduling changes.
• Communicate relevant updates to the ownership team.
• Ensure the CRM accurately reflects the current schedule.

Optimization & Execution

• Use AI tools to improve execution speed and consistency.
• Use tools such as ChatGPT or Claude to assist with:
  • Follow-up messaging.
  • Customer communication drafts.
  • Lead-activity summaries.
  • Administrative tasks.
  • Routine data-entry support.
• Maintain accuracy when using AI-assisted workflows.
• Continuously improve:
  • Lead response times.
  • Follow-up consistency.
  • CRM data hygiene.
  • Administrative efficiency.
• Document repeatable processes.
• Build documented workflows for:
  • Intake.
  • Scheduling.
  • Follow-up.
• Help transform the position into a transferable operating system rather than relying on undocumented knowledge.
• Proactively identify stalled opportunities.
• Identify opportunities to re-engage previous customers.
• Surface potential revenue-recovery opportunities to leadership.

Reporting & Analytics

• Maintain the company's KPI tracking spreadsheets.
• Keep leadership reporting current.
• Provide regular summaries covering:
  • Lead volume.
  • Appointments booked.
  • Open-estimate value.
  • Follow-up activity.
• Report on overall pipeline health.
• Clearly communicate:
  • What is coming into the pipeline.
  • What is currently pending.
  • What is at risk of going cold.
• Document completed follow-ups.
• Track conversions.
• Track customer responses.
• Maintain an accurate activity record.
• Ensure leadership has visibility into pipeline performance without needing to manually reconstruct the information.

Additional Responsibilities – Growth Scope

As the role matures and trust is established, the Client Intake Specialist may gradually assume additional back-office responsibilities to further reduce the ownership team's administrative workload.

Potential responsibilities include:

Invoicing & Billing Coordination

• Support invoicing within the CRM.
• Assist with billing-related administrative coordination.
• Maintain accurate billing information as assigned.

Past-Customer Re-Engagement

• Re-engage previous customers.
• Identify customers eligible for recurring services.
• Identify seasonal service opportunities.
• Support rebooking campaigns.
• Help generate repeat revenue from the existing customer database.

Crew Scheduling & Dispatch

• Support crew scheduling.
• Assist with dispatch coordination.
• Help maintain accurate field schedules.

These responsibilities represent future growth scope and should be introduced as the Specialist becomes established in the core position.

Qualifications

Required

• Fully bilingual in English and Spanish.
• Excellent written English communication skills.
• Excellent verbal English communication skills.
• Previous experience in one or more of the following:
  • Client intake.
  • Customer service.
  • Scheduling coordination.
  • Sales support.
  • Administrative operations.
• Experience working with a CRM or field-service management platform.
• Exceptional organizational skills.
• Strong attention to detail.
• Excellent follow-through.
• Ability to track dozens of open items simultaneously.
• Ability to ensure tasks and opportunities do not fall through the cracks.
• Proactive, ownership-oriented working style.
• Ability to work independently.
• Ability to operate with minimal supervision.
• Comfortable taking initiative without being prompted.
• Strong written communication for professional and friendly customer follow-up.
• Comfortable communicating through:
  • Text.
  • Email.
• Ability to manage high lead and task volume.
• Comfortable working in a fast-paced and seasonal business environment.
• Comfortable using AI tools such as:
  • ChatGPT.
  • Claude.
• Ability to use AI appropriately for:
  • Research.
  • Drafting.
  • Follow-up messaging.
  • Administrative support.

Preferred

• Previous experience in:
  • Home services.
  • Field services.
  • Residential services.
  • Small-business operations.
• Previous experience with Housecall Pro.
• Experience managing customer pipelines.
• Experience with estimate follow-up.
• Experience with customer reactivation or repeat-business campaigns.
• Experience maintaining operational or KPI tracking spreadsheets.

Core Competencies

The ideal Client Intake Specialist demonstrates strength in:

• Lead Intake
• Customer Service
• Sales Support
• Pipeline Management
• Estimate Follow-Up
• CRM Management
• Appointment Scheduling
• Customer Communication
• Customer Reactivation
• Quality Assurance
• Review Generation
• Administrative Coordination
• Data Accuracy
• Follow-Up Discipline
• Organization
• Accountability
• Ownership Mentality
• Attention to Detail
• Time Management
• Problem Solving
• Process Improvement
• AI-Assisted Productivity

Typical Workday

Morning Lead Review

• Review overnight and early-morning inbound leads.
• Respond to new leads across all active channels.
• Ensure leads receive attention within the target response window.
• Capture and log new lead information.

Intake & Estimate Scheduling

• Enter new leads into the CRM.
• Book estimate appointments.
• Confirm upcoming appointments.
• Send appointment reminders.
• Update the estimate calendar.

Pipeline Follow-Up

• Work through the open-estimate follow-up queue.
• Follow up on recently issued estimates.
• Re-engage aged quotes.
• Execute scheduled follow-up touchpoints.
• Identify high-value opportunities requiring personalized attention.

Post-Job Customer Care

• Contact customers whose jobs were completed the previous day.
• Conduct quality checks.
• Document satisfaction.
• Escalate service concerns.
• Trigger review requests for satisfied customers.

Scheduling Support

• Handle rescheduling requests.
• Coordinate schedule changes.
• Update the CRM calendar.
• Communicate changes to customers and leadership.

CRM & Reporting

• Update customer and estimate information.
• Pull CRM information into:
  • Job trackers.
  • Materials trackers.
  • KPI trackers.
• Maintain accurate pipeline information.

End-of-Day Preparation

• Confirm the following day's estimate schedule.
• Prepare the schedule for the field team.
• Surface high-value or at-risk opportunities to ownership.
• Flag items requiring a leadership decision.
• Document:
  • Completed activity.
  • Conversions.
  • Customer responses.
  • Outstanding follow-up requirements.

Typical Workweek

Throughout a typical week, the Client Intake Specialist will:

• Manage inbound lead flow from:
  • Paid social.
  • Organic search.
  • Website inquiries.
  • Referrals.
• Maintain an active estimate calendar.
• Keep the CRM current and accurate.
• Execute the complete follow-up cadence across open and aged estimates.
• Complete next-day quality-check calls for completed jobs.
• Send and track review requests.
• Manage appointment and job rescheduling.
• Maintain KPI and operational trackers.
• Conduct a weekly review of the open-estimate pipeline.
• Identify opportunities to recover stalled revenue.
• Document repeatable processes.
• Identify opportunities for workflow improvement.

As the position develops, weekly responsibilities may expand to include:

• Invoicing support.
• Past-customer rebooking.
• Recurring-service outreach.
• Crew scheduling.
• Dispatch coordination.

Performance Evaluation & Accountability

The Client Intake Specialist reports to the Business Owner responsible for Administration and Sales.

Performance is evaluated based on the speed, consistency, and completeness of pipeline management, as well as the position's ability to help recover revenue that could otherwise be lost through missed follow-up.

The Specialist is expected to operate with a strong sense of ownership over the customer pipeline.

Performance should demonstrate that:

• New leads are captured.
• Leads receive timely responses.
• Estimate appointments are scheduled.
• Open estimates are consistently followed up.
• Aged opportunities are actively worked.
• Completed customers receive quality checks.
• Review opportunities are pursued.
• CRM information remains accurate.
• Leadership has clear visibility into pipeline health.

Key Performance Indicators (KPIs)

• Lead Response Time: Percentage of inbound leads contacted within the company's target response window.
• Lead Capture Rate: Percentage of inbound leads correctly entered into the CRM, with a target of zero lost leads.
• Estimate Appointments: Number and consistency of estimate appointments scheduled and confirmed.
• Follow-Up Completion: Completion rate across all open and aged estimates.
• Open-Estimate Pipeline: Reduction in aged or unactioned quotes.
• Quality-Check Completion: Next-day quality-check calls completed for jobs finished the previous day.
• Review Requests: Number of review requests sent and completed reviews collected.
• Rescheduling Accuracy: Schedule changes handled accurately and promptly while maintaining a current CRM calendar.
• Recovered Revenue: Revenue recovered or reactivated through estimate follow-up and past-customer rebooking.
• CRM Data Accuracy: Accuracy and completeness of customer and pipeline information.
• Tracker Timeliness: Consistent and timely updates to operational and KPI trackers.
• Internal Communication: Responsiveness and quality of reporting and communication with leadership.

Reporting Structure

The Client Intake Specialist reports directly to the Business Owner responsible for Administration and Sales.

The role works closely with:

• Ownership.
• Sales.
• Field Operations.
• Field Crews.
• Customers.

The Specialist is expected to maintain sufficient CRM and reporting discipline so leadership can quickly understand:

• Current lead volume.
• Estimate activity.
• Open opportunities.
• Aging opportunities.
• Customer follow-up.
• Pipeline risks.
• Revenue-recovery opportunities.

Software & Tools

• Housecall Pro – Field-service CRM and management platform.
• Google Workspace – Email, documents, and collaboration.
• Google Sheets – Jobs, materials, KPI, and operational tracking.
• Business Phone / Messaging Line – Customer text and communication.
• Meta / Facebook Lead & Messaging Tools – Management of inbound social-media leads.
• CRM Email & SMS Automation – Automated customer follow-up sequences.
• ChatGPT – AI-assisted drafting, follow-up, summarization, and administrative support.
• Claude – AI-assisted drafting, research, follow-up, and productivity.

90-Day Onboarding Plan

Phase 1 – Orientation & Systems Training | Days 1–30

During the first month, the Client Intake Specialist will:

• Complete company onboarding.
• Learn the company's service offerings.
• Understand the customer journey from lead through completed service.
• Learn the company's intake process.
• Receive access to:
  • Housecall Pro.
  • Communication tools.
  • Tracking spreadsheets.
  • Reporting dashboards.
• Learn the company's CRM configuration.
• Review current tracking systems.
• Learn customer communication standards.
• Learn the established follow-up cadence.
• Review documented Standard Operating Procedures.
• Begin managing inbound lead capture with guidance.
• Begin scheduling and confirming estimate appointments.
• Learn CRM data-entry and pipeline-management standards.

Phase 2 – Workflow Integration | Days 31–60

During the second phase, the Specialist will progressively take ownership of:

• Inbound lead monitoring.
• Lead capture.
• CRM entry.
• Estimate scheduling.
• Appointment confirmations.
• Open-estimate follow-up.
• Aged-estimate follow-up.
• Quality-check calls.
• Review requests.
• Rescheduling.
• Operational tracker updates.

The Specialist should begin independently managing the daily follow-up queue while maintaining accurate CRM and spreadsheet information.

Phase 3 – Independent Pipeline Ownership | Days 61–90

By the end of the onboarding period, the Client Intake Specialist should independently manage:

• The inbound lead pipeline.
• Estimate scheduling.
• Open and aged estimate follow-up.
• Customer re-engagement.
• Post-job quality checks.
• Review generation.
• CRM accuracy.
• Scheduling changes.
• KPI tracking.
• Pipeline reporting.
• Revenue-recovery opportunities.

The Specialist should also begin identifying:

• Process gaps.
• Recurring bottlenecks.
• Automation opportunities.
• Opportunities to improve follow-up messaging.
• Opportunities to recover stalled revenue.

By Day 90, the position should operate as a reliable, documented, and repeatable intake and follow-up system, significantly reducing the ownership team's involvement in routine pipeline administration.

Work Environment

• Fully remote position.
• Full-Time.
• Availability aligned with the company's U.S. Eastern Time business hours.
• Reliable high-speed internet connection required.
• Backup internet option required.
• Dedicated, distraction-free remote workspace.
• Dual-monitor setup strongly preferred for simultaneously managing the CRM and operational trackers.
• Comfortable working in a:
  • High-volume environment.
  • Detail-oriented environment.
  • Fast-paced environment.
  • Seasonal business.
• Ability to work independently.
• Strong organization and follow-through expected.

About the Company

Our client is a growing residential home-services company operating in the exterior-cleaning and property-maintenance industry.

The organization serves homeowners throughout a busy metropolitan service area and generates customer demand through:

• Paid social advertising.
• Organic search.
• Website inquiries.
• Referrals.
• Repeat customers.

The company is entering a high-growth phase, with lead volume increasing rapidly as it approaches its busy season.

As demand increases, the ownership team needs a dedicated professional to ensure opportunities are not lost because of insufficient administrative capacity or inconsistent follow-up.

The Client Intake Specialist is being added to transform the company's intake and follow-up process from an owner-dependent workflow into a structured, reliable, and scalable customer pipeline.

The ultimate objective is to ensure:

• Every lead is captured.
• Every estimate is followed through to a decision.
• Every customer receives appropriate follow-up.
• Repeat customers are re-engaged.
• Operational data remains accurate.
• Leadership can focus on sales and field operations instead of routine administrative work.

Final Notes

The Client Intake Specialist is expected to become the operational owner of the company's front-end customer pipeline.

Success in this position means:

• Zero inbound leads are lost.
• New leads are captured and logged promptly.
• Estimate appointments are efficiently scheduled and confirmed.
• The estimate calendar remains organized and productive.
• Every open quote receives consistent follow-up.
• Aged estimates are actively re-engaged rather than forgotten.
• Future customer decision dates are tracked and acted upon.
• High-value opportunities are surfaced to ownership.
• CRM data remains accurate and current.
• Next-day quality-check calls are consistently completed.
• Satisfied customers receive review requests.
• Scheduling changes are handled promptly.
• Operational and KPI trackers remain current.
• Stalled revenue opportunities are proactively identified and recovered.
• Repeat customers are re-engaged as the position expands.
• Leadership receives clear visibility into pipeline health.
• Routine processes are documented and become transferable systems.
• By Day 90, the Specialist independently manages a consistent, organized, and revenue-focused intake and follow-up operation that allows ownership to focus on selling, field execution, and growing the business.