Customer Support & Service Coordinator – HVAC

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

📋 Description

• Act as the primary office liaison, connecting customers, technicians, and management.

• Handle incoming calls and emails efficiently.

• Record customer information in Service Titan.

• Schedule and assign technicians to relevant job sites.

• Follow up with customers the day after job completion to ensure satisfaction.

• Provide updates on parts that require ordering.

• Engage in daily team check-ins.

• Oversee technician notes and job statuses in a shared application.

• Manage the organization of the CRM portal and email inbox.

• Respond promptly to inquiries from builders and clients.

• Enhance follow-up procedures through basic automation or AI tools.

• Collaborate closely with the Office Manager and owner to ensure a smooth daily schedule.

⛳️ Requirements

• Minimum of 2 years of customer service experience in a home service company (HVAC, Plumbing, or Electrical).

• Basic knowledge of AC terminology.

• Familiarity with Service Titan or comparable scheduling software.

• Willingness to explore new tools for enhancing office efficiency.

• Proficient in spoken and written English.

• Availability to work during Eastern Time (ET) hours.

• Willingness to work occasional busy weekends and holidays during peak HVAC seasons.

• Organized, tidy, and able to remain calm during high call volumes.

🏝️ Benefits

• Secure, long-term position with a growing company.

• Direct collaboration with the owner, with opportunities to enhance business operations.

• Utilization of digital applications and straightforward automation to keep the team aligned.

• Flexibility of an independent contractor to manage work according to your preferences.

• Contractor responsible for personal equipment, taxes, and benefits.