Customer Service, Operations Administrator

• Handle inbound customer calls and live transfers from an AI booking assistant, responding professionally and helping customers schedule service appointments.
• Schedule, coordinate, and manage service jobs using ServiceTitan or a similar field service management system.
• Maintain accurate job records, customer information, invoices, and administrative documentation.
• Prepare and submit daily reports on time, ensuring operational information is accurate and up to date.
• Reconcile invoices and follow up on outstanding administrative items to keep records organised.
• Process manufacturer warranty claims and submit utility rebate registrations, ensuring all required documentation is completed correctly.
• Follow up on outstanding estimates and assist with simple email marketing campaigns through the CRM.
• Monitor outstanding tasks and take initiative to ensure customer requests, paperwork, and follow-ups are completed without constant supervision.

• At least 3 years of experience in customer service, office administration, service coordination, or a similar role, with experience handling phone calls from US customers.
• Experience in HVAC, home services, trades, or field service businesses is strongly preferred.
• Previous experience with ServiceTitan is a major advantage. Experience with Housecall Pro, Jobber, FieldEdge, or similar job management systems is also valuable.
• Strong administrative skills, with experience in daily reporting, invoice reconciliation, recordkeeping, and maintaining accurate documentation.
• Ability to manage paperwork and follow processes carefully, ideally with experience handling manufacturer warranty claims or utility rebate applications. TVA EnergyRight experience is a bonus.
• Comfortable following up on estimates, communicating with customers, and running basic email marketing campaigns through a CRM.
• Excellent spoken English, with a warm, calm, and professional telephone manner.
• Highly organised, proactive, detail-oriented, and able to manage 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.