Customer Service Intake Specialist
About The Position
The Customer Service Intake Specialist is responsible for managing HexArmor’s shared customer service inbox and ensuring all external customer communications requiring action are properly captured, documented, and routed through the JIRA ticketing system. This role serves as the front door for customer requests and is critical to providing visibility into daily request volume, response times, and resolution performance. The Intake Specialist ensures every actionable email is converted into a JIRA ticket with accurate categorization, attachments, and timestamps, enabling the Customer Service team to operate efficiently and consistently.
Requirements
- High school diploma required; associate or bachelor’s degree preferred
- 1–3 years of experience in a customer service, administrative, or operations support role
- Experience working with shared inboxes or ticketing systems preferred
- Strong proficiency in Microsoft Outlook and Microsoft Office
- Experience working in JIRA or a similar ticketing system preferred
- Exceptional attention to detail and organizational skills
- Strong written communication skills
- Ability to quickly assess and accurately categorize incoming requests
- Ability to manage high email volumes in a fast-paced environment
- Comfortable working within defined processes and service-level expectations
Responsibilities
- Monitor and manage the shared Customer Service Outlook inbox
- Review inbound external customer emails and identify requests requiring action
- Create JIRA tickets for all actionable customer requests with accurate categorization, priority, and routing
- Attach original customer emails and supporting documentation to JIRA tickets
- Ensure timely intake of requests to support SLA tracking and reporting
- Maintain visibility into daily request volume, backlog, and ticket aging
- Partner with Customer Service leadership to identify trends, bottlenecks, and process gaps
- Follow established intake, triage, and escalation procedures
- Support continuous improvement of inbox management and ticket intake workflows
- Communicate effectively with Customer Service team members regarding intake questions or clarification needs
Benefits
- Full Medical, Dental, and Vision Insurance
- 401(k) Match
- Paid Time Off and Holiday Vacation
- Opportunity to keep people safe with a premium product
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
