Client Intake Coordinator – Remote (EST Hours)

About the role

The Client Intake Coordinator will be the first point of contact for families seeking ABA therapy services. Working remotely on South African EST hours, you will guide prospective clients through the intake and onboarding process, converting leads into active clients with empathy and clear communication.

Key responsibilities

• Provide full coverage for Intake Coordinators during absences, handling calls, emails, follow‑ups and day‑to‑day intake tasks.
• Act as second‑tier call support on the intake line, picking up unanswered calls, checking coordinator availability, or handling the intake directly.
• Conduct initial intake calls with parents, capture accurate information in the client’s system and assign correct record status.
• Manage ongoing email correspondence with fast response times and disciplined follow‑up.
• Apply sound judgement on when to take, hold or redirect a call while multitasking across live calls and system administration.

Required profile

• Experience in client‑facing inbound call handling, call centre, front‑office or customer service with US‑based clients.
• Exposure to a CRM or workflow system in a live call environment.
• Strong computer literacy and ability to adapt quickly to new software.
• Excellent spoken and written English, warm phone manner and empathetic approach.
• Organised, detail‑oriented with accurate data‑capturing skills and reliable attendance.

Required skills

• CRM platforms (e.g., HubSpot)
• Microsoft Word
• Microsoft Excel