Customer Service & Intake Manager

Pay: $55,000.00 - $65,000.00 per year

Job description:

Location: Boulder, CO (Hybrid)

Compensation: $55,000–$65,000 per year, depending on experience

Employment Type: Full-Time

Reports To: Director of Sales

About Independent Power

Independent Power is an established solar, battery, HVAC, and electrical company based in Boulder, CO, serving our community since 1996. We pride ourselves on having the best talent, the best culture, and the best service in the area. We are not your typical home services company (in a good way!)

Position Overview

The Customer Service & Intake Manager owns the entire front-line customer experience and lead intake operation. This role is responsible for managing inbound and outbound customer communications, lead qualification, scheduling, pipeline follow-up, reporting, and process improvement across all department lines (Solar, HVAC, Electrical, Service).

In this role, you will handle leads directly while also building structure, accountability, and systems that scale.

Key Responsibilities

Inbound Lead Intake & Customer Communication

• Serve as the primary owner of all inbound calls, emails, web forms, PPC leads and LSAs
• Ensure all inbound communication is answered promptly, professionally, and with a service-first mindsetAccurately capture customer information, service needs, and urgency while delivering an excellent first impression
• Schedule service and new leads using ServiceTitan, Salesforce and Google Calendar
• Communicate clearly and empathetically with homeowners to build trust and confidence
• Deliver a consistent, friendly, and professional customer experience

Lead Management, Qualification & CRM Ownership

• Qualify leads across Solar, HVAC, Service and Electrical using company SOPs and reference materials
• Own data accuracy in Salesforce and ServiceTitan, ensuring clean records and no duplicates
• Work with marketing to track lead sources, volumes, and quality to identify high-performing marketing channels
• Document all customer interactions, motivations, and next steps thoroughly

Scheduling & Dispatch Support

• Schedule HVAC and service jobs accurately based on technician availability and job type
• Confirm appointments, set expectations, and provide prep instructions to customers
• Use internal technician guides and job-routing references to ensure correct scheduling decisions
• Support maintenance plans, proposals, and rescheduling efforts

Team Leadership & Process Ownership

• Act as the functional lead for the intake and Customer Support Representative operation
• Train, coach, and support future CSR or outbound calling staff
• Manage and oversee outsourced outbound calling resources as implemented
• Establish daily, weekly, and monthly performance expectations and KPIs
• Identify bottlenecks, recurring issues, and opportunities for process improvement

Qualifications & Experience

• 3–5 years of experience in customer service, intake, inside sales, or call-center operations
• Prior leadership or “owner-of-process” experience strongly preferred
• Strong CRM experience (Salesforce, ServiceTitan, or similar)
• Excellent communication, organization, and time-management skills
• Ability to analyze data, identify trends, and improve workflows
• Comfortable handling both inbound service calls and outbound follow-up
• General knowledge of residential home services (Solar, HVAC, Electrical preferred)

Why This Role Matters

This position is not just answering phones, it is about owning the customer journey, improving conversion, supporting revenue, and building a scalable intake engine that supports company growth.

The right candidate will help shape how Independent Power interacts with customers for years to come

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Work Location: Hybrid