Customer Support Specialist

• Manage daily scheduling and support of contractors, emergency repair requests, maintenance visits, and other HVAC/R projects
• Answer customer and contractor inquiries by phone, text, email, and web in a timely manner
• Enter and manage work orders, jobs, and clients on a dispatch board using established processes
• Issue purchase orders for service
• Process payments
• Manage customer concerns and resolve them efficiently and effectively
• Partner with the contractor network and internal teams to deliver exceptional customer service experiences
• Take inbound customer calls and assist customers to the best of your ability

• Fluent, confident, and clear English communication at a very high level, verbally and in writing — MUST
• Previous customer service experience handling phone, email, and chat support — MUST
• Prior experience in the HVAC or trade-related industry — MUST
• Previous experience in leadership roles — BIG ADVANTAGE
• Experience with Zoho tools (Zoho Desk, Zoho Books, CRM) — ADVANTAGE
• Ability to multitask, prioritize, and work effectively in a fast-paced environment
• Strong problem-solving skills and ability to handle customer escalations
• Strong computer and system navigation skills
• Ability to quickly learn new tools and internal processes
• Ability to work independently while collaborating effectively with internal teams
• Strong time management and organizational skills
• Positive, proactive attitude focused on customer satisfaction and continuous improvement
• Stable internet connection (100+ Mbps) and a quiet, professional workspace — MUST
• Flexibility to work a monthly rotating schedule, including day, mid, night, and weekend shifts aligned with Central Time business hours — MUST

• Above-market base
• Fully remote, long-term role — no commute, no office mandate
• Direct line to client stakeholders
• Real growth track: lead or specialist roles