Customer Intake Specialist - Level 1 (Tier 1)

NORTHERN WATER & POWER

Customer Intake Specialist – Level 1 (Tier 1)

"We take care of our customers like family."

Position Overview

The Customer Intake Specialist (Level 1) is the first point of contact for all incoming customer calls, messages, and service requests. This role is responsible for collecting accurate information, identifying customer needs, presenting solutions, and moving the customer efficiently into the quoting and scheduling process.

This is not a passive role — this position directly impacts revenue, customer experience, and operational efficiency.

Core Responsibilities

1. Customer Communication & First Impression

• Answer all incoming calls promptly, professionally, and confidently
• Create a strong first impression that reflects the Northern Water & Power standard
• Build trust quickly with customers in both routine and emergency situations
• Communicate clearly, calmly, and with authority

2. Information Collection (Jobber CRM Entry)

• Collect and input complete and accurate customer information, including:
• • Full name
  • Address
  • Phone number
  • Email
  • Service need / issue description
• Ensure all required fields are completed in Jobber
• Attach notes, photos (if provided), and relevant details for field technicians

3. Needs Identification & Service Awareness

• Identify the true customer need, not just the stated problem
• Ask the right questions to uncover:
• • Out-of-water situations
  • Low pressure / intermittent issues
  • Water quality concerns
• Educate customers on additional services when appropriate:
• • Well system assessments
  • Water filtration and water quality testing
  • Electrical and plumbing services

4. Quote Creation & Conversion

• Create accurate service quotes or job requests in Jobber
• Present pricing clearly and confidently
• Work to gain customer approval on the call whenever possible
• Move approved quotes directly into scheduled jobs

5. Scheduling & Dispatch Coordination

• Schedule jobs efficiently based on:
• • Urgency (out-of-water prioritized)
  • Technician availability
  • Geographic routing
• Coordinate with dispatch and field teams to ensure smooth job flow

6. Follow-Up & Communication

• Follow up on:
• • Pending quotes
  • Unanswered calls
  • Customer questions
• Ensure no customer inquiry is left unresolved
• Maintain clear communication between customer and field team

Performance Expectations (KPIs)

• Call Answer Rate: 95%
• Data Accuracy: 100% complete Jobber entries
• Quote Conversion Rate: Target 60%
• Speed to Schedule: Same-day scheduling whenever possible
• Customer Experience: 5-star service standard

Required Skills & Qualifications

• Strong communication and customer service skills
• Ability to stay calm and organized in high-pressure situations
• Basic computer proficiency and ability to learn CRM systems
• High attention to detail
• Sales awareness and confidence in presenting services
• Professional tone, appearance, and attitude

Preferred Experience

• Customer service or call center experience
• Experience with service-based businesses (plumbing, electrical, HVAC, well pumps)
• Familiarity with Jobber or similar CRM systems

Core Values Alignment

All team members must operate in alignment with Northern Water & Power values:

• Take care of the customer like family
• Do it right the first time
• Communicate clearly and honestly
• Operate with urgency and professionalism
• Always look for ways to add value

What Success Looks Like

A successful Customer Intake Specialist:

• Turns inbound calls into scheduled revenue-producing jobs
• Creates a seamless experience from first call to technician arrival
• Identifies opportunities to serve the whole home
• Supports the team with clean, complete, and actionable information

Position Growth Path

• Level 1 → Senior Intake / Scheduling Coordinator
• Service Dispatcher
• Office Manager / Service Manager