Customer Support Representative

Starting Rate: $6/hour
Work Hours: 30-40 hours per week (remote work environment)
Working Time: 8AM – 5PM US EST (Full-time Position)

Summary – We are seeking for an organized, detail-oriented, and customer-focused individual as a Customer Support Specialist to provide support with the day-to-day operations of an HVAC Service Company for its products and services. In this role, you will be the point of contact for the customers wherein you are tasked to manage inbound and outbound calls, with a focus on scheduling maintenance services and promoting the company’s products and services.

Please read all REQUIRED Conditions below before applying
REQUIRED: Fluency in English and with near-perfect pronunciation (Very Important), excellent internet connection. Excellent phone, email and instant messaging communication skills.
REQUIRED: At least 1 year experience in customer support, scheduling and/or sales over the phone.
REQUIRED: Familiarity with CRM platforms is a significant advantage (preferably Service Titan)
REQUIRED: Experience with Voice over Internet Protocol (VoIP) platforms like “Call Tracking Metrics” and proficient with communication tools like “Slack” are highly preferred.
REQUIRED: HVAC knowledge is optional, but a willingness to learn about the industry is a plus.
REQUIRED: Must use Time-tracking software - WebWork (will be provided)
REQUIRED: Application requirement below
When you send us a message to apply for this position, you MUST include the below sentence in the subject or first sentence of the body. Your application will be automatically discarded if this requirement is not met.
“I am fluent in English, I have at least 1 year of experience in customer support, scheduling and/or sales over the phone. I have worked with CRM tools like (…list platforms used). I will be available to work full-time for 30-40 hours/week US Eastern Time.”

Responsibilities:
• Handle inbound calls from customers to schedule service appointments.
• Make outbound calls for scheduling, follow-ups, promotions, and sales opportunities.
• Accurately record detailed notes from phone conversations, update customer information, and schedule jobs in a Customer Relationship Management (CRM) system.
• Promptly communicate urgent customer concerns or issues to the appropriate tea ---------- mbers via a communication platform like Slack.
• Assist with sales of products and services when needed.

Preferred Experience & Skills:
• Previous experience in customer support, scheduling, or sales over the phone similar to a call-center environment or customer-facing role.
• Familiarity with CRM platforms (ServiceTitan highly preferred) for scheduling and managing customer accounts.
• Experience using VOIP systems (e.g., Call Tracking Metrics) for handling high-volume calls.
• Strong ability to collaborate using team communication tools (e.g., Slack) to provide updates, coordinate tasks, and escalate urgent customer concerns.
• Excellent English communication skills, both spoken and written, with a customer service–oriented approach.
• Exceptional attention to detail in call documentation, note-taking, and follow-through within a CRM
• Ability to work independently, stay organized, and manage time effectively in a remote customer support environment.
• HVAC or home services industry knowledge is a plus, but not required.

Stretch Goals/responsibilities:
• Direct communication with technicians, answer emergency calls outside of regular hours, email management, sales and marketing.

Keywords
CSR, Customer Support Rep, Customer Support Specialist, Sales Rep, Inbound Calls, Outbound Calls, Scheduling, Appointment Setting, Sales Support, Product Knowledge, HVAC, CRM, VoIP, Service Titan, Slack, Call Tracking Metrics