HVAC Home Warranty Authorization & Customer Service Virtual Assistant

HVAC Home Warranty Authorization & Customer Service Virtual Assistant

Part-Time | Long-Term | U.S. HVAC Company
Pay: $4–$6 USD/hour depending on experience
Starting Hours: Approximately 20 hours/week with opportunity to grow

We are a growing HVAC company in the United States looking for a reliable, organized, and confident Virtual Assistant to help with customer phone calls, scheduling, and home warranty authorizations.

This is NOT just a data-entry position. You must be comfortable speaking with American homeowners and calling home warranty companies on our behalf.

Main Responsibilities

• Answer incoming customer phone calls professionally
• Schedule and confirm HVAC service appointments
• Call home warranty authorization departments
• Wait on hold and follow up with warranty companies when necessary
• Submit technician diagnosis and repair information for authorization
• Provide model numbers, serial numbers, diagnosis, parts, labor, and pricing information provided by our technicians
• Obtain and document authorization numbers
• Document approved amounts, customer responsibility, denials, and next steps
• Follow up on pending authorizations
• Contact homeowners after approval and schedule repairs
• Keep accurate notes on every warranty claim
• Update spreadsheets, CRM, or dispatch software
• Follow up on outstanding jobs when needed

Who We're Looking For

Strong preference will be given to applicants who have previous experience with

• HVAC companies
• Home warranty companies
• HVAC dispatching
• Home warranty authorization
• Plumbing, electrical, appliance repair, or other U.S. home-service businesses

Experience working with companies such as American Home Shield, 2-10 Home Buyers Warranty, Choice Home Warranty, First American Home Warranty, or similar home warranty companies is a BIG PLUS.

Requirements

• Excellent spoken English
• Comfortable speaking on the phone with U.S. customers
• Professional and friendly phone personality
• Comfortable handling frustrated or upset customers
• Strong attention to detail
• Reliable internet connection
• Quiet work environment
• Reliable computer and headset
• Able to work during U.S. Eastern Time business hours
• Able to learn our processes quickly
• Honest, dependable, and looking for a long-term position

IMPORTANT — How to Apply

Please send the following:

1. Your resume/CV

2. A short description of your HVAC, home warranty, dispatch, or home-service experience.**

3. Tell us which home warranty companies you have personally worked with.**

4. Tell us which HVAC/dispatch software you have used (ServiceTitan, Housecall Pro, Jobber, FieldEdge, etc.).**

5. Send a 60–90 second voice recording introducing yourself and describing your previous experience.**

6. Answer this question:

A technician completes a home warranty service call and diagnoses a failed condenser fan motor. The technician gives you the model number, serial number, diagnosis, repair cost, and notes.

Explain step-by-step what you would do from receiving those notes until the repair is authorized and scheduled with the homeowner.

Please do not use AI to answer this question. We want to understand your actual experience and process.

Subject Line

Use the subject:

HVAC WARRANTY VA – [YOUR NAME]

Applications that do not follow these instructions will not be considered.

We are looking for someone who wants to grow with our company long-term. As our HVAC company grows, there will be an opportunity for additional hours and responsibilities.