Customer Support & Service Coordinator (HVAC)

Role overview Remote customer support and service coordinator role supporting a residential and light-commercial HVAC and refrigeration business that serves high-end homes and local companies. The position blends dispatch, customer communication, and accounts receivable work, acting as the operational bridge between customers, field technicians, and management.

Responsibilities - Answer inbound calls and emails, log job details accurately, and schedule or dispatch technicians based on priority and availability. - Follow up with customers after completed visits to confirm satisfaction, share parts or return-visit updates, and see issues through to resolution. - Manage outstanding invoices by contacting customers about balances, recording payment status, and coordinating with management on past-due accounts. - Keep the CRM, shared inboxes, and job-status boards organised, and participate in daily team check-ins to keep the day running smoothly. - Spot opportunities to improve scheduling, follow-up, and collections workflows, and help introduce simple automation or AI tools to cut down on repetitive admin.

Requirements - At least 2 years in customer service, office coordination, or administration, ideally inside a home-service trade such as HVAC, plumbing, or electrical. - Hands-on experience with accounts receivable, invoicing, or payment follow-up. - Working knowledge of ServiceTitan or a comparable field-service or scheduling platform. - Strong written and spoken English, with the confidence to discuss service issues and overdue balances professionally. - Highly organised, detail-oriented, and able to work Eastern Time hours, with occasional weekend or holiday availability during peak seasons.

Nice to have - Prior team-lead or supervisory experience coordinating a small office or service team. - Spanish language skills. - Familiarity with billing software, accounting systems, or general CRM platforms. - A track record of improving administrative, scheduling, or collections processes.

Benefits and work setup Full-time contractor position at $1,400–$1,600 per month, fully remote, with a preference for candidates based in Latin America or Central America.