Customer Support & Administrative Specialist
Role Overview
This mid-level role involves serving as the primary customer contact for an HVAC services company, handling phone inquiries, coordinating technician schedules, managing service estimates, and following up on invoices. The specialist works closely with an office manager, technicians, and leadership in a fast-paced remote team to ensure efficient customer operations and smooth service delivery, directly impacting customer retention and satisfaction.
Perks & Benefits
This is a fully remote position with working hours from Monday to Friday, 9 AM to 5 PM ET, offering a long-term opportunity with a growing U.S. business. It includes direct collaboration with leadership and technicians, providing a critical role in customer operations and potential for career growth in a supportive, process-oriented environment.
Full Job Description
Job Title: Customer Support & Administrative Specialist (HVAC Services)
Type: Full-time, remote
Working Hours: Monday to Friday, 9 AM - 5 PM ET
Compensation: LATAM $1,500 - $1,600/month (Full-Time Contractor)
About the Role
Our client is a growing HVAC services company based in Montauk, Long Island, seeking a reliable and customer-focused Customer Support Representative to support daily operations and manage incoming customer inquiries.
This role will serve as the primary point of contact for customers, helping manage phone inquiries, coordinate technician schedules, assist with service estimates, and follow up on outstanding invoices.
The ideal candidate is highly organized, proactive, and comfortable working in a fast-paced home services environment where phone communication, scheduling coordination, and problem solving are essential.
You will work closely with the office manager, technicians, and leadership team to ensure customer requests are handled efficiently and service operations run smoothly.
Key Responsibilities
Customer Communication
Serve as the first point of contact for incoming customer calls
Handle inquiries related to: New service requests, Repair calls, and Customer complaints or service concerns
Provide friendly, professional customer support and manage expectations
Escalate complex issues to technicians or management when necessary
Scheduling & Service Coordination
Coordinate technician schedules and repair appointments
Optimize service routes using zip code mapping and scheduling tools
Confirm parts availability before scheduling service visits
Assist with new customer onboarding and service sign-ups
Estimates & Service Support
Create repair estimates using the company’s pricing formulas
Support technicians and project managers with administrative coordination
Maintain accurate customer and project records in the CRM
Track open requests and ensure timely follow-ups
Accounts Receivable Support
Follow up on overdue invoices via phone, email, and text
Document customer communication related to payments
Encourage customers to enroll in automatic credit card payments
Escalate unresolved billing issues when necessary
Administrative & Operational Support
Log and manage customer tickets within the CRM system
Update project and service records
Assist with data entry and documentation for ongoing projects
Coordinate internally with the office manager and technicians to keep operations moving efficiently
Requirements
3+ years of customer support or client-facing experience
Experience working in home services industries such as HVAC, plumbing, field services, or maintenance is highly preferred
Experience with service scheduling, dispatching, or repair coordination is a plus
Comfortable working with CRM systems or ticketing tools
Skills & Qualities
Strong verbal English communication skills with clear, neutral accent
Able to confidently manage high phone volume and customer inquiries
Self-starter who can work independently without constant supervision
Strong critical thinking and problem-solving abilities
Highly organized with strong attention to detail
Able to handle difficult or frustrated customers professionally and calmly
Process-oriented and comfortable improving workflows
Bonus Skills (Nice to Have)
Experience with home service management software
Basic understanding of parts ordering or service estimates
Social media or marketing support experience
Performance Metrics (KPIs)
Success in this role will be measured through:
Customer retention and satisfaction
Close ratio on incoming service inquiries
Timely accounts receivable follow-up
Accuracy in repair estimates and service scheduling
Effective documentation of customer interactions
Why This Role
Long-term opportunity with a growing U.S. service business
Direct collaboration with leadership and technicians
Opportunity to play a critical role in customer operations
Fully remote role supporting U.S.-based customers and service teams
Similar jobs
Found 6 similar jobs