Customer Intake Specialist

Crisis24•Boca Raton, FL

About The Position

The Customer Intake Specialist plays a key role in delivering smooth, professional, and client-centered onboarding experience for new security engagements. This position supports the successful transition from initial service request to service delivery by coordinating intake activities, gathering and documenting client requirements, and ensuring clear communication across internal teams. The Specialist acts as a trusted partner to clients and internal stakeholders, helping set the foundation for long-term client satisfaction and operational success.

Requirements

2–4 years of experience in a client-facing role, preferably within customer service, security services, risk management, or a related field
Strong organizational skills with the ability to manage multiple onboarding activities simultaneously.
Excellent written and verbal communication skills.
Ability to collaborate effectively with cross-functional teams.
Experience using CRM or client management systems (e.g., Salesforce, ticketing platforms).
Ability to work flexible schedules, including 8–12 hour shifts during days, nights, and weekends.

Nice To Haves

Client-focused mindset with a commitment to delivering a positive and consistent experience.
Detail-oriented and process-driven, with strong follow-through.
Adaptable and comfortable working in fast-paced, dynamic environments.
Proactive and solution-oriented, with the ability to identify and communicate potential issues early.

Responsibilities

Serve as a primary point of contact for clients during the initial service intake and onboarding phase.
Support and participate in client discovery sessions to gather objectives, risks, and service requirements.
Execute structured intake workflows to ensure alignment across internal teams, including security operations, intelligence, technology, and account management.
Accurately document client requirements, expectations, and onboarding details within Salesforce and other client management systems.
Ensure all required intake documentation is complete, accurate, and submitted in a timely manner.
Maintain consistent, professional communication with clients throughout the onboarding and service delivery process.
Provide status updates on onboarding milestones and respond to client questions or requests promptly.
Coordinate internal follow-ups to ensure client needs are addressed efficiently and effectively.
Collaborate with internal teams such as GSOCs, protective services, intelligence, and IT providers to support the transition from onboarding to active service delivery.
Track onboarding timelines and escalate potential risks, delays, or gaps to leadership as needed.
Support compliance with company standards, client-specific protocols, and applicable regulatory requirements during onboarding.
Assist in gathering client feedback following onboarding to help identify opportunities for improvement.
Contribute to the refinement of onboarding processes, templates, and tools.
Develop your personal and team knowledge-base on global security operations to better assist and advise clients and support effective service delivery.
Support tracking of onboarding metrics such as time-to-launch, client satisfaction, and handoff effectiveness.