Intake Specialist

Paul Davis Restoration of Omaha, NE•Omaha, NE

17h•Onsite

About The Position

The Intake Specialist is responsible for serving as the first point of contact for customers contacting our company. This role focuses on professionally answering incoming calls, gathering detailed information, creating urgency for customer needs, scheduling services, and ensuring a smooth transition from initial contact to operations. The Intake Specialist plays a critical role in delivering an excellent customer experience while helping drive response times and operational efficiency.

Requirements

Knowledge of Microsoft Office applications (Outlook, Word, Excel, Teams, SharePoint)
Strong communication and customer service skills
Professional phone etiquette
Excellent organizational and multitasking abilities
Strong attention to detail and accuracy
Ability to work in a fast-paced environment
Positive attitude and team-oriented mindset
Basic computer proficiency and ability to learn company software systems
Ability to work office equipment
Ability to work independently
Maintain a high level of confidentiality.
Ability to follow our Paul Davis Values, Vision, Mission, and 10 Serving Basics
High School Diploma or GED required.
2 plus years’ experience as a receptionist or in a customer service role
1 plus years’ experience in an administrative role

Nice To Haves

Prior customer service, dispatching, administrative, or call center experience preferred
Restoration, insurance, or home service industry experience is a plus

Responsibilities

Answer incoming calls promptly, professionally, and with empathy
Gather detailed and accurate customer, property, and loss information
Create and enter new jobs into company software systems
Prioritize emergency and high-urgency calls appropriately
Coordinate and communicate new opportunities to the correct internal teams
Schedule inspections, appointments, and service calls
Maintain consistent communication with customers throughout the intake process
Respond to voicemail, email inquiries, and online leads in a timely manner
Ensure all required intake information is complete and documented accurately
Verify contact, insurance, and basic job information when applicable
Assist with customer follow-up and appointment confirmations
Support office and administrative functions as needed
Maintain professionalism and composure during stressful customer situations
Help support company goals around speed to lead, response times, and customer satisfaction
All other duties as assigned.