Customer Support & Service Coordinator (HVAC)
Role Overview
As a Customer Support & Service Coordinator, you will manage customer interactions, schedule technicians, and ensure efficient communication between clients and the team. This mid-level role requires experience in customer service within the home service sector, specifically HVAC, where your organizational skills will directly impact customer satisfaction and operational efficiency.
Perks & Benefits
This remote position offers a competitive salary between $1,400 and $1,600 per month and requires availability during Eastern Time business hours, including some weekends and holidays. You'll be part of a stable, owner-operated company that values employee contributions and promotes a collaborative work environment using digital tools and automation for efficiency.
Full Job Description
Job Title: Customer Support & Service Coordinator (HVAC)
Location: Remote (LATAM / Central America preferred)
Compensation: $1,400–$1,600/month (Full-Time Contractor)
Hours: Full-time, Eastern Time (ET). Must be available for occasional weekends and holidays during busy seasons.
About the Company
An owner-operated HVAC and refrigeration company based in Montauk, NY. They handle high-end heating and cooling for luxury homes and well-known local businesses across the East End of Long Island. From high-efficiency systems and home automation to specialized marine refrigeration, they are known for being the most reliable team in the area.
About the Role
You will be the main point of contact for the office, acting as the bridge between our customers, our technicians, and management. You won't just be answering phones; you'll be managing the schedule in Service Titan and making sure no customer is left waiting for an update. You’ll work closely with the Office Manager and the owner to keep the daily schedule moving smoothly.
Daily Responsibilities
Scheduling & Dispatch: Pick up inbound calls and emails, log customer details in Service Titan, and get technicians dispatched to the right jobs.
Customer Follow-Ups: Call customers the day after a job is finished to make sure they’re satisfied and to give them updates on any parts we need to order.
Team Coordination: Join quick daily check-ins with the team and use a shared app to keep an eye on technician notes and job statuses.
Inbox Management: Keep the CRM portal and email inbox organized so builder and client questions are answered quickly.
Improving the Process: Help us find better ways to handle follow-up messages using basic automation or AI tools to save time.
Requirements
Experience: 2+ years in customer service, specifically for a home service company (HVAC, Plumbing, or Electrical). You need to know basic AC terms so you can talk comfortably with our customers.
The Tools: You’ve used Service Titan or a similar scheduling software before. You’re also interested in using new tools to make the office more efficient.
Language: You must speak and write English fluently. Being able to speak Spanish is a huge plus since many of our clients are bilingual.
Availability: You are comfortable working Eastern Time (ET) hours. HVAC is a seasonal business, so we need someone who can jump in on busy weekends or holidays when the weather gets extreme.
Personality: You’re organized, neat with your work, and stay calm when the phones start ringing off the hook.
Why Join the Team?
You’ll be a key part of the team, working directly with the owner to improve how we run the business.
This is a stable, long-term position with a growing company that treats its people well.
We use digital apps and simple automation to keep everyone on the same page
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