Intake Specialist/Client Care & Dispatch

About the Role

The Lead Intake Specialist / Client Care & Dispatch position is the front door of NFR. You’ll be the first point of contact for customers during urgent and often stressful situations. Your role is to bring calm, clarity, and control—capturing critical job details, setting expectations, and dispatching the right crew quickly and accurately.

This role is not responsible for project management. Instead, you’ll focus on creating clean, complete job intakes and ensuring a smooth handoff to the Coordinator team.

What You’ll Do

Emergency Intake & Customer Care

• Answer incoming calls promptly with a calm, professional tone
• Build trust with customers within the first moments of the call
• Ask structured questions to assess job type, severity, and safety concerns
• Collect complete and accurate property and contact details
• Reassure customers and clearly explain next steps

Lead Qualification & Job Setup

• Determine if calls fall within NFR’s service area and offerings (water, fire, mold, trauma, roofing, etc.)
• Identify urgency and whether immediate dispatch is needed
• Create detailed job records in the system with all required fields
• Properly route or tag non-service calls

Dispatch & Crew Coordination

• Dispatch the appropriate crew based on job type and urgency
• Communicate all key job details (location, contact, access, hazards, etc.)
• Set realistic arrival windows and confirm crew acknowledgment

Customer Expectations

• Clearly explain who is coming, when they’ll arrive, and what they’ll do
• Set boundaries around scope, pricing, and insurance questions
• Direct customers to the appropriate next point of contact

Internal Handoff & Communication

• Ensure all job details are complete before handing off to Coordinators
• Flag special circumstances (access issues, vulnerable customers, etc.)
• Respond quickly to internal follow-up questions

After-Hours Support Oversight

• Ensure answering services follow intake scripts and standards
• Review calls/logs and provide feedback
• Verify after-hours job details meet company requirements

What You BringTechnical Skills

• Strong call handling and intake scripting ability
• Basic understanding of service triage and urgency
• Accurate and efficient data entry skills
• Dispatch coordination fundamentals

Core Strengths

• Calm, confident phone presence under pressure
• Clear, simple communication style
• High attention to detail
• Empathy balanced with professionalism and boundaries
• Ability to move quickly without sacrificing accuracy
• Strong sense of ownership and follow-through

How You’ll Be Measured

• Call answer rate and speed
• Accuracy and completeness of job intake
• Dispatch response times
• Arrival window accuracy
• Call quality and customer feedback
• Answering service compliance

What You’re Empowered to Do

• Dispatch crews and set standard arrival expectations
• Create and classify jobs
• Provide clear process guidance to customers

What You Won’t Do

• Set pricing or negotiate services
• Make insurance or legal commitments
• Manage projects or ongoing job coordination

Why Join NFR?

• Be the critical first point of contact in a fast-paced, high-impact role
• Work with a team that values clarity, speed, and professionalism
• Play a key role in delivering a strong customer experience from the very first call

Pay: $20.00 - $25.00 per hour

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person