This is a remote position.
About the Role
We are looking for a highly organized, customer-focused Customer Service & Administrative Coordinator to join our growing HVAC company.
This is much more than a typical receptionist role. We're looking for someone who can think ahead, solve problems, communicate professionally, and genuinely care about providing an outstanding customer experience.
HVAC industry experience is a strong plus, but we're also open to someone with exceptional customer service skills who is eager to learn.
Responsibilities
- Answer incoming customer calls professionally and confidently.
- Respond to emails promptly and accurately.
- Schedule service calls and coordinate technician calendars.
- Create and send invoices.
- Keep customer records organized and up to date.
- Communicate with customers regarding scheduling, delays, and follow-ups.
- Help prioritize urgent service requests.
- Work closely with the team to ensure smooth day-to-day operations.
What We're Looking For
- Excellent spoken and written English.
- Friendly, professional, and empathetic phone presence.
- Strong organizational and multitasking skills.
- Ability to stay calm and make good decisions in a fast-paced environment.
- A proactive mindset—you don't simply follow scripts; you think through situations.
For example:
- If the schedule is already full, you can confidently explain the situation and work with the customer to find the next best available appointment.
- You understand that every customer has a different level of urgency and know how to balance excellent service with realistic scheduling.
- You communicate with confidence while making customers feel heard and cared for.
Preferred Qualifications
- Previous experience in HVAC, plumbing, electrical, construction, or another home service industry.
- Familiarity with common HVAC terminology and equipment.
- Basic understanding of common HVAC issues and error codes (or the ability to learn them quickly).
- Experience with invoicing and scheduling software is a plus.
You're a Great Fit If You...
- Enjoy helping people.
- Learn new systems quickly.
- Have excellent attention to detail.
- Can prioritize multiple tasks without getting overwhelmed.
- Take ownership of your work instead of waiting to be told what to do.
- Naturally look for solutions rather than simply reporting problems.
We're looking for someone who will become a dependable part of our team, provide exceptional customer service, and help keep our office running smoothly every day.