Customer Service, Operations Administrator

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Manage incoming customer calls and live transfers from an AI booking assistant, providing professional assistance to help customers schedule service appointments.

• Organize, coordinate, and oversee service jobs utilizing ServiceTitan or a comparable field service management system.

• Keep precise job records, customer details, invoices, and administrative documents.

• Compile and submit daily reports punctually, ensuring that operational information is accurate and current.

• Reconcile invoices and follow up on pending administrative tasks to maintain organized records.

• Process manufacturer warranty claims and file utility rebate registrations, ensuring that all necessary documentation is completed accurately.

• Follow up on pending estimates and aid in simple email marketing initiatives through the CRM.

• Monitor outstanding tasks and take the initiative to ensure customer requests, paperwork, and follow-ups are completed without requiring constant oversight.

⛳️ Requirements

• Minimum of 3 years of experience in customer service, office administration, service coordination, or a related role, with a background in handling phone calls from US customers.

• Experience in HVAC, home services, trades, or field service industries is highly preferred.

• Previous familiarity with ServiceTitan is a significant advantage. Experience with Housecall Pro, Jobber, FieldEdge, or similar job management systems is also beneficial.

• Strong administrative capabilities, with experience in daily reporting, invoice reconciliation, recordkeeping, and maintaining accurate documentation.

• Ability to manage paperwork and adhere to processes carefully, ideally with experience in handling manufacturer warranty claims or utility rebate applications. TVA EnergyRight experience is a plus.

• Comfortable following up on estimates, engaging with customers, and executing basic email marketing campaigns through a CRM.

• Exceptional spoken English, with a warm, calm, and professional telephone demeanor.

• Highly organized, proactive, detail-oriented, and capable of managing multiple tasks independently.

• Available to work US Central Time business hours from South Africa.

• Must have a quiet home workspace, reliable fibre internet, and backup power.

🏝️ Benefits

• Competitive salary

• Opportunities for professional development

• Flexible working hours

• Supportive team environment