Intake & Dispatch Coordinator

Why this job matters

When someone calls us, they are usually having a bad day. A pipe burst, a fire happened, or something in their home or building is wrong and they do not know what to do next. The person who answers that phone decides two things in the first sixty seconds: whether the caller feels like they reached the right company, and whether we ever see the job at all.
This is not a message-taking role. You are the first and often the only voice a customer hears before we commit a crew, and you are the person who decides how fast we move. Done well,
this job wins work that would otherwise go to whoever picked up second.

 

Schedule 8:00 AM to 5:00 PM Central time (Minnetonka, MN Time)

Responsibilities
Answer the phone and set the tone

• Pick up by the third ring, every time.
• Use our standard greeting, including your own name, on every single call.
• Let people finish. Callers are often upset and need to explain the whole story before they can hear you. You don't interrupt, and you don't rush them.

• Match the caller's energy. A calm, quiet caller gets a calm voice back; someone panicking gets urgency, not a shrug.

• Show real empathy without sounding like you're reading a card.

Figure out what the caller actually needs
Most people call and ask for "an estimate." That word means five different things depending on
what's happening at the property. Your job is to listen past the request and hear the situation
underneath it.

• Ask the questions that reveal the real scope: what's happening right now, when it started, how big the affected area is, what materials are wet or damaged, and whether insurance is involved.

• Recognize an active emergency hiding inside a routine-sounding call — wet drywall, ceiling, carpet, or flooring across multiple rooms is a dispatch, not an appointment three days out.

• Recognize the opposite too: a small, single-room, well-described job where photos and a few questions save us a wasted truck roll.

• Slow down when the story is vague. If you can't tell what we'd be walking into, ask more questions or request photos before anyone gets sent.

We call this "diagnose, don't take the order," and it is the core skill of the job. We will teach it.
You need to be the kind of person who's willing to ask one more question instead of guessing.
Capture complete, clean information

• Enter every lead into our CRM system with the information filled in properly — not half- filled, not "will get details later."

• Send the standard six-point summary on every job so the team downstream knows what they're getting: commercial or residential, WorkIz number, date of loss, type of job, city, urgency, and a short summary.

• Read the key details back to the caller before you hang up so we don't discover a wrong phone number or address at 7 a.m. the next morning.

Route it to the right place, fast

• Send emergencies to the emergency dispatch channel immediately.
• Get board-ups and other urgent work moving through the right internal channel without delay.

• Know when a job is big enough to raise a flag rather than quietly scheduling it.
• Hand off cleanly to the reconstruction team, the estimators, or operations — with enough context that the next person doesn't have to call the customer back and start over.

Own the outcome

• Never leave the next step in the customer's hands. We do not say "call us back once the plumber's been out" or "call us when you open a claim." We take the information, we make the internal call, and we follow up.

• Don't end a call without either a confirmed response on the way or an appointment on the calendar.

• Keep the number of times we make a customer repeat themselves as close to zero as possible.

Spot the bigger opportunity

• Commercial work is our lifeblood. Any call touching a commercial property — including apartment buildings, HOAs, and property management companies — gets flagged, no matter how small the original ask sounds.

• When a contractor, insurance agent, or adjuster refers a job to us, that's a relationship, not a one-off. Note the source and flag it so the right person can follow up.

• Always capture the property management company on multi-family and HOA losses, even when a homeowner is the one filing.

What we're looking for

Required

• You are genuinely good on the phone. Warm, clear, and steady with people who are stressed or upset.

• You listen more than you talk, and you're not afraid to ask a follow-up question.
• You're organized and detail-oriented. Addresses, phone numbers, and dates get entered correctly the first time.

• You follow a process and use approved wording, but you don't sound like a robot doing it.

• You take ownership. When something falls through a crack, you're the person who notices and fixes it.

• Comfortable working in a computer-based job management system and learning new software.

Helpful, but we will train the right person

• Prior experience in restoration, construction, home services, insurance, property management, or emergency dispatch.

• Experience with WorkIz or a similar job-management system.
• Familiarity with how a homeowners insurance claim works.
  
  

Not required: any technical restoration knowledge. You will never be asked to diagnose damage or price work. You gather information and route it to the people who do. 

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations (for full-time roles only)

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.