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Title: CPT-11000 Customer Service & Intake Specialist

Overview

The Customer Service & Intake Specialist serves as the first point of contact for clients, managing inbound and outbound communications and gathering critical claim information to support the engineering team.

Scope of Services

Contractors will be required to provide services that align with the following client tasks:

• Handle inbound and outbound calls and emails in a professional and timely manner
• Conduct intake calls and correspond via email to gather detailed claim and assignment information from clients
• Apply critical thinking to interpret client-provided information, resolve inconsistencies, and prepare accurate, well-documented assignments
• Determine appropriate expert assignment by evaluating property details, location, and scope of work
• Accurately document and input data into the company’s CRM system
• Coordinate and relay complete and accurate information to engineers and technical teams
• Follow up with clients for missing details or clarifications
• Review and establish project budgets, evaluate travel costs, and coordinate travel arrangements for assigned personnel
• Process and manage file changes
• Provide general administrative support and assist with ad hoc tasks as needed to support team operations

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

Skills

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

• Strong written and verbal communication and interpersonal skills
• Neutral or minimal accent with clear spoken English
• Experience in customer service, call center, or intake roles
• Comfortable handling phone and email-based interactions
• Strong data entry, attention to detail and organizational skills
• Proficiency in Microsoft Office Suite
• Experience using CRM systems (or ability to learn quickly)
• Ability to multitask and manage multiple tasks

Preferred Experience

• Background in insurance, claims processing, or technical services (a plus)
• Experience supporting professional or engineering teams (a plus)

Preferred Traits

• Professional and customer-focused demeanor
• Detail-oriented and organized
• Ability to work efficiently in a fast-paced environment

Work Schedule

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: 8am to 5pm EST

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

Terms of Engagement

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement

Role Summary & Requirements

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level
• Contracted Hours per Week: 40 hours/week
• Daily Working Time:8am to 5pm EST
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Near Native
• REGION PREFERENCES: Philippines

What we offer

• Competitive rates
• Weekly payments
• Various open roles are available
• Free training and upskilling
• Constant support and guidance
• A vibrant community always ready to support you
• And more!