Customer Support Specialist (HVAC / Trade Industry Experience Required)

"DO NOT APPLY unless you meet ALL three mandatory requirements below:

1. HVAC / Trade Industry Experience: Must have prior customer service in HVAC, plumbing, electrical, or any trade services.
2. Shift Flexibility: Must be willing to work a monthly rotating shift (Day, Mid, Night, Weekends).
3. Technical Setup: Must have a quiet workspace and a minimum 100 Mbps internet connection.

About the Role
We are seeking an experienced Customer Support Specialist to assist our customers and network of contractors in the HVAC/R predictive maintenance and facility management space.

In this role, you will take inbound customer calls, manage contractor dispatches, process work orders, and deliver high-touch customer service in a fast-paced environment.

Key Responsibilities
*Manage daily scheduling and support for HVAC/R emergency repair requests, maintenance visits, and projects.
*Respond promptly to customer and contractor inquiries via phone, email , text, and chat.
*Enter and manage work orders, jobs, and client details on a dispatch board following established processes.
*Issue purchase orders for service and process customer payments.
*Handle customer concerns and resolve escalations efficiently and effectively.

Job Requirements
*Experience & Skills: Prior HVAC or trade-related industry experience is REQUIRED.
*Proven customer service experience handling multi-channel support (Phone, Email , Chat).
*Experience with Zoho tools (Zoho Desk, Zoho Books, CRM) is a strong advantage.
*Previous leadership experience is a plus.
*Ability to multitask, prioritize tasks, and manage work orders in a fast-paced setting.
*Strong problem-solving abilities and computer navigation skills.

Communication & System Requirements:
*Fluent, clear, and confident English communication skills (both verbal and written).
*Stable home internet connection (100+ Mbps) with a quiet, professional workspace.
*Full flexibility to work a monthly rotating schedule (Day, Mid, Night, Weekends).

How to Apply
To ensure you have read the full job description, please include the keyword ""PREDICTIVE"" in the subject line of your application.

Please submit your updated resume along with a brief introduction outlining your specific experience in the HVAC/trade industry.

Applications without the keyword and links to the CV not accessible will not be reviewed."