Customer Intake Specialist

About the role

You are the initial human filter that determines whether a customer interaction moves forward or stops dead in its tracks. Every single business owner who reaches out to Harper depends on your ability to remain calm, curious, and precise while extracting every critical detail from their story. You own the end-to-end intake journey, transforming chaotic verbal explanations into clean, structured data that the rest of the company immediately consumes and acts upon. This role is not about selling policies; it is about asking the right questions fast enough to build a reliable foundation for quoting and service. You will spend your entire shift listening, clarifying, and capturing, ensuring that nothing essential is lost in translation. Because Harper is built as software, your notes and flags become the training data and edge-case logic that trains the product itself. The role demands a specific personality: someone who finds satisfaction in repetition, precision, and being the first, most important point of contact for hundreds of businesses per day.

Key facts

What you'll do

Handle back-to-back customer calls continuously throughout your entire shift, ensuring that every interaction receives focused attention without interruption.

Capture detailed business information with precision by typing while listening, maintaining accuracy even when speakers move quickly or use industry-specific jargon.

Serve as the primary professional representative of Harper, maintaining a confident, helpful, and calm demeanor call after call, hour after hour.

Identify and flag unusual or high-risk scenarios in real time, escalating complex edge cases to the appropriate teams before they can create downstream problems.

Feed the intake system with clean, structured notes that become the raw material for automated quoting, risk assessment, and product improvements.

Quickly develop a mental model of diverse business operations, asking targeted questions that reveal hidden exposures and coverage needs.

Collaborate closely with Sales and Customer Service teams to ensure handoffs are smooth and that captured data supports their workflows.

Maintain strict adherence to intake protocols and data standards, even when under pressure to increase call volume and throughput.

Recognize patterns across industries such as contracting, restaurants, consulting, and trucking, and apply that pattern recognition to new businesses faster.

Balance speed and accuracy so that notes are complete the first time, reducing the need for rework or follow-up clarification calls.

Use technology and AI-assisted tools comfortably, leveraging them to speed up data entry and ensure consistent capture across every call.

Requirements

You have prior experience in high-volume customer-facing roles such as call centers, sales floors, or customer service environments where you handled continuous phone engagement.

You can type quickly while simultaneously listening, demonstrating the ability to enter data in real time without sacrificing accuracy.

You possess solid business sense and the capacity to rapidly understand how different businesses operate, including their revenue models and risk factors.

You stay organized under pressure, managing strict protocols and shifting priorities without dropping the quality of your work.

You genuinely enjoy talking to people and find energy in human interaction, even during long, repetitive shifts.

You have the stamina to maintain a high level of focus and courtesy from the first call of the day to the very last call of the shift.

You are comfortable with technology and AI tools, willing to learn new software quickly and integrate it into your workflow.

You must be available Monday through Friday with coverage across Eastern Time and Pacific Time shifts, ensuring seamless handoffs and continuous coverage.

You must have reliable internet connectivity and a quiet work environment that allows for clear communication and secure handling of customer information.

Nice to have

Previous experience in insurance, financial services, or other regulated industries, giving you familiarity with compliance and risk concepts.

Bilingual ability in Spanish, enabling you to support a broader range of customers and reduce escalation needs.

Hands-on experience with CRM systems or call-center software, allowing you to adapt quickly to Harper's internal tools.

Practical notes

The role requires on-site presence in the United States, as outlined in the location field, with in-person collaboration at Harper's office.

Work schedule follows Monday-Friday shifts with coverage across Eastern Time and Pacific Time zones, and overtime is eligible for hours beyond standard expectations.

The compensation range provided is $50,000-$60,000 plus performance-based bonuses tied to volume and quality metrics.

Benefits include health, dental, and vision insurance as part of the total compensation package.

The hiring process includes an AI assessment simulating a mock intake call, followed by interviews with a team lead, a manager, and a founder to evaluate both skills and cultural alignment.

This is designed as a long-term customer intake role focused on repetitive, high-volume phone work; it is a foundational position rather than a strategic or managerial track.

Candidates should expect strict adherence to data protocols and a fast-paced environment where accuracy is non-negotiable.