Customer Service and Scheduling VA – HVAC

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming customer calls and verify customer and job details in Housecall Pro.

• Address inquiries, take comprehensive messages, and monitor unresolved requests.

• Respond to customer text messages via Quo and Housecall Pro using approved templates.

• Schedule, confirm, reschedule, and cancel service appointments.

• Check technician availability, parts readiness, and necessary approvals during scheduling.

• Update job notes and customer records in Housecall Pro.

• Monitor pending customer inquiries and service concerns.

• Collaborate with team members and ensure smooth shift transitions.

• Professionally assist frustrated customers and manage escalations of refunds, legal complaints, and other issues beyond authority.

• Communicate with office managers regarding scheduling conflicts and unresolved matters.

• Confirm parts arrival dates and warranty coverage.

• Clarify approved customer costs and warranty-related charges.

• Ensure accuracy of the dispatch board.

• Track technician schedules and paid time off.

• Follow up on jobs pending authorization, parts, customer decisions, or office actions.

• Assist with manufacturer equipment registration.

⛳️ Requirements

• Exceptional spoken English and effective verbal communication skills.

• Professional, approachable, and confident phone demeanor.

• Previous experience in customer service, call management, appointment scheduling, or a related support role.

• Strong organizational abilities and meticulous attention to detail.

• Capacity to handle a high volume of calls, messages, and follow-up tasks.

• Proficiency in using computer systems to document customer interactions and update records.

• Ability to adhere to established procedures and approved communication templates.

• Capability to identify when an issue requires escalation.

• Reliable, proactive, and able to work independently while collaborating with a team.

• Eagerness to learn new systems and processes through training.

• Commitment to a single client account.

• Must be available for the complete scheduled shift and maintain dependable attendance.

• Must have a quiet work environment conducive to customer calls.

• Must possess a reliable computer, stable internet connection, and backup internet or power solution.

• Preferred but not mandatory: experience with appointment scheduling software, CRM systems, dispatch coordination, or customer support in home services.

• Clear spoken English and a professional phone manner are essential.

• Must be at ease communicating with homeowners, addressing customer concerns, and conveying information effectively over the phone.

🏝️ Benefits

• Reliable, timely payments every time.

• Payments processed through Wise.

• Direct training provided by the client.

• Dedicated Account Manager as your primary contact.

• Stable, long-term placement with a growing U.S.-based company.

• Exposure to a diverse array of modern SaaS platforms.

• Opportunities for increased responsibilities as the company grows.

• Recognition of tenure for long-serving team members.

• Clear pathways for escalation.

• 100% remote — work from home.

• Supportive team culture across all accounts.

• Potential for increased hours or additional accounts based on performance.

• Enhance your U.S. industry experience.

• Exposure to various practice types and platforms.

• Acknowledgment for long-term team members.