Customer Support Specialist

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

📋 Description

• Oversee daily scheduling and support for contractors, urgent repair requests, maintenance visits, and various HVAC/R projects.

• Respond to inquiries from customers and contractors via phone, text, email, and web promptly.

• Enter and manage work orders, jobs, and clients on a dispatch board following established procedures.

• Generate purchase orders for services rendered.

• Process payments efficiently.

• Address customer issues and resolve them effectively and efficiently.

• Collaborate with the contractor network and internal teams to provide outstanding customer service experiences.

• Handle incoming customer calls and assist customers to the best of your ability.

⛳️ Requirements

• Exceptional English communication skills, both verbal and written, at a very high level — MUST.

• Previous experience in customer service, managing phone, email, and chat support — MUST.

• Prior experience within the HVAC or trade-related industries — MUST.

• Experience in leadership positions — BIG ADVANTAGE.

• Familiarity with Zoho tools (Zoho Desk, Zoho Books, CRM) — ADVANTAGE.

• Capacity to multitask, prioritize, and perform effectively in a fast-paced environment.

• Strong problem-solving abilities and adeptness in handling customer escalations.

• Proficient computer and system navigation skills.

• Quick learner of new tools and internal processes.

• Ability to work independently while effectively collaborating with internal teams.

• Excellent time management and organizational skills.

• Positive, proactive mindset focused on customer satisfaction and continuous enhancement.

• Reliable internet connection (100+ Mbps) and a quiet, professional workspace — MUST.

• Availability to work a monthly rotating schedule, including day, mid, night, and weekend shifts aligned with Central Time business hours — MUST.

🏝️ Benefits

• Competitive base salary above market rates.

• Fully remote, long-term position — no commuting or office requirements.

• Direct access to client stakeholders.

• Clear growth pathway: opportunities for lead or specialist roles.