Customer Support Specialist (HVAC)

MANDATORY REQUIREMENTS — READ BEFORE APPLYING

Please apply ONLY if you meet every requirement below:

Trade Industry Experience: Direct background in HVAC, refrigeration, plumbing, or home/field services operations.

Multi-Channel Support: Proven professional experience across voice/phone calls, live chat, and email support.

Shift Flexibility: Ability to work a monthly rotating schedule covering day, mid, night, and weekend shifts.

Fluent English: Exceptional, near-native spoken and written communication skills.

Applications lacking trade experience or shift flexibility will be automatically filtered out.

About Us & The Role
We are a commercial HVAC/R smart maintenance and service company. By pairing intelligent sensor technology with a nationwide network of certified field technicians, we prevent commercial equipment failures before they occur.

We are hiring a full-time Customer Support Specialist to manage client communications, dispatch field contractors, and oversee daily service workflows.

Core Responsibilities
Multi-Channel Support: Respond to phone calls, texts, email s, and web inquiries from commercial clients and service contractors.

Dispatch & Scheduling: Log, schedule, and assign emergency repairs, preventative maintenance visits, and specialized HVAC/R projects on our central dispatch board.

Field Liaison: Serve as the primary point of contact for our field technician network to ensure on-time job completion.

Operations & Billing: Issue purchase orders (POs) and process customer payments upon service completion.

Escalation Management: Address customer inquiries and resolve escalations promptly to ensure high client satisfaction.

Key Qualifications
Trade Knowledge: Prior experience supporting HVAC, refrigeration, plumbing, or field service operations.

Technical Setup: Proficient in multi-channel support platforms (voice, chat, email ).

Software Skills: Experience with Zoho Suite (Zoho Desk, Zoho Books, Zoho CRM) is strongly preferred.

Leadership (Plus): Previous experience in a team lead or supervisory role is an advantage.

Skill Set: Strong multitasking skills, meticulous attention to detail, and a calm, composed demeanor under pressure during emergency service calls.

Work Setup & Schedule
Type: Full-time | 100% Remote / Work-From-Home

Schedule: Monthly rotating shifts (Day, Mid, Night, and Weekends required)

Workspace Requirements: Quiet, private work space with high-speed fiber internet (minimum 100+ Mbps).

How to Apply
To apply, reply directly to this posting with the subject line: HVAC SUPPORT and include:

A link to your updated resume.

A short paragraph summarizing your HVAC/trade industry background and your experience managing inbound voice calls.