Intake Administrator

Intake Administrator

Department: Administration

Employment Type: Full Time

Location: Fort Worth, TX

Compensation: $18.00 - $22.00 / hour

The Intake Administrator serves as the central point for inbound calls and communications for all Rangeline Group entities during business hours. This position is responsible for managing call routing using the Call Sprout system, accurately documenting interactions, following established escalation protocols, and maintaining system discipline.

Beyond call intake duties, the Intake Administrator provides administrative coordination support across departments, including maintaining on-call schedules and distributing routine safety documents.

This role does not involve dispatch, crew scheduling, or making operational staffing decisions.

• Act as the main live call intake contact for all Rangeline Group entities during business hours (8 AM – 5 PM CST).
• Answer incoming calls promptly using approved professional greeting standards.
• Monitor the Call Sprout queue and wallboard in real time to manage call volume and address unanswered or timed-out calls.
• Screen calls to determine caller needs and assess urgency.
• Select and execute the appropriate transfer method (attended or blind) in line with documented SOPs and call sensitivity.
• Follow established escalation protocols for urgent or emergency calls.
• Conduct warm transfers when required and verify successful connection.
• Monitor unanswered transfers and reroute calls according to escalation procedures.
• Accurately capture, confirm, and document caller information including name, company, contact details, urgency, and call reason.
• Utilize voicemail-to-email and system notification features to ensure timely message delivery.
• Assist with conference call setup and coordination when requested.
• Update the answering system weekly with current on‑call personnel and contact information for Rangeline Pipeline Services based on approved rotations.
• Enter, update, and maintain the national rolling three-year on‑call schedule by facility under direction from Operations Managers; the role does not make or alter scheduling decisions.
• Coordinate with Operations leadership to ensure timely and accurate updates across all applicable systems.
• Create a professional and welcoming first impression for callers and visitors.
• Maintain up-to-date department contact lists and routing tiers.
• Receive, sort, and distribute mail, packages, and courier deliveries.
• Keep the front desk and reception area clean and organized.
• Monitor and restock office, kitchen, and restroom supplies as needed.
• Perform data entry and general clerical support as assigned.
• Issue company‑wide announcements as directed.
• Assist Safety and Operations teams with routine document distribution and standard file‑sharing processes.
• Maintain organized digital and physical safety file records.
• Support tracking of document receipt and distribution upon request.
• Provide administrative coordination support without assuming regulatory or compliance ownership.
• Carry out other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• 2+ years of experience in call intake, administrative coordination, or customer service preferred.
• Experience with multi‑line phone systems or VoIP/call routing software preferred.
• Strong verbal communication skills and professional phone presence.
• Ability to manage high call volumes while maintaining composure and accuracy.
• Proficiency in Microsoft Office Suite.
• Strong attention to detail and documentation accuracy.

Key

Competencies:

• Professional composure under pressure
• Process adherence and operational discipline
• Strong listening and screening skills
• Documentation accuracy
• Accountability and follow‑through
• Organizational precision

Physical Demands:

• Prolonged periods of sitting and working at a computer.
• Frequent use of phone and keyboard.
• Occasional standing and walking to assist visitors.
• Occasional lifting of supplies or packages up to 25 pounds.

All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, or protected veteran status.