Customer Intake Specialist

📋 Description • Own the first 60 seconds of every Harper customer journey. You are the live wire that turns a web form into a real relationship, speaking with contractors, restaurateurs, consultants, and fleet owners who need coverage yesterday. Your voice sets expectations, calms nerves, and convinces busy owners that Harper is the fastest path to the protection they’ve been putting off. • Run a nonstop conveyor belt of discovery calls—back-to-back, 12-hour shifts, Monday through Friday. You will average 60–80 conversations per day, each lasting 3–7 minutes. The pace is relentless; downtime is measured in seconds, not minutes. You thrive on this cadence and still greet caller #78 with the same warmth you gave caller #1. • Master simultaneous data capture and human connection. While the customer explains their staffing count, revenue mix, and claims history, you are typing verbatim into structured fields, flagging edge cases, and prompting clarifying questions without breaking conversational flow. Accuracy is non-negotiable—one typo can mis-price a policy or void coverage. • Translate messy, real-world operations into clean, machine-readable risk profiles. You decide whether a “handyman” is actually a general contractor with employees or a solo operator, whether a “food truck” parks at festivals or commissary kitchens, and whether “remote work” means home office or nationwide fleet. Your judgment becomes labeled data that trains the AI that will eventually scale what you do today. • Guard the quality gate for every downstream team. Underwriters, actuaries, and renewal reps rely on the intake record you create. When you mark a liquor exposure or a DOT number correctly, the right coverage is bound at the right price. When you miss it, the error compounds. You treat each field like a financial contract. • Feed continuous improvement loops in real time. Spot patterns—three HVAC companies in one morning mention refrigerant leaks, four trucking firms cite new ELD mandates—and tag them for product teams. Your front-line observations shape new question flows, coverage endorsements, and AI training sets. You are not just taking calls; you are co-authoring the playbook. • Maintain unshakable professionalism under pressure. Owners call between job sites, during payroll runs, or after an accident. They’re distracted, stressed, or skeptical. You de-escalate, educate, and convert in a single call, never sounding scripted, always sounding like the expert they hoped to reach. • Keep personal performance dashboards green. Targets: <2% data error rate, <5% call abandonment, >90% customer satisfaction, and daily volume quotas. You review your own call recordings, self-coach on talk-to-listen ratios, and iterate faster than any manager could do it for you. • Collaborate with AI teammates. Mid-call, the AI may surface a clarifying question or suggest a coverage gap. You decide when to accept, rephrase, or override the prompt, teaching the model which suggestions feel natural to a human ear. Your feedback loops directly into nightly model retraining. • Build the foundation for hyper-growth. Harper’s thesis is that once distribution becomes computational, the market expands, not contracts. Every accurate intake you complete today unlocks ten future policies as AI handles the routine and humans move up-stack. You are laying the rails for a $100B opportunity. • Grow into roles that don’t exist yet. Top performers move into team leads, AI-trainer roles, or underwriting positions within 12–18 months. The company’s vertical integration means your next step is already being coded, and your on-the-ground expertise is the spec.