Customer Service Rep / Appointment Setter (Night Shift PH)

We’re a residential HVAC company in Los Angeles. Our office team is based in the Philippines and supports our LA customers and technicians in real time. We’re hiring a full-time CSR/Appointment Setter who can respond fast, keep leads from going cold, and schedule accurately.
This role is for stable, consistent people. If you disappear, reply late, or miss shifts - you will not last here.

Coverage Window (Important)
• Our customer coverage is 7:00am–7:00pm Los Angeles time, 7 days/week
• You will work 40 hours/week
• Shifts are scheduled within that coverage window and may include some weekends.
• You must be willing to work night shift Philippines (non-negotiable)
Core Standard (Read Carefully)
We pay heavily for advertising. Speed is everything.
• Text response time: 1-2 minutes during your shift
• No missed calls. but If a call is missed, you call back immediately
• Clean notes + correct scheduling are mandatory
Daily Tools
• Housecall Pro (CRM)
• Talkroute (phones)
• Microsoft Teams (internal communication)
• Google Maps / Google Workspace
Responsibilities
• Answer inbound calls and texts professionally and immediately
• Schedule service, maintenance, and install estimate appointments
• Confirm appointments and collect complete customer info (name/address/phone/email/issue)
• Call back missed calls/voicemails immediately
• Update every interaction in Housecall Pro (notes, tags, follow-ups, status)
• Validate addresses + help with routing using Google Maps
• Coordinate with the team in Teams
Requirements (Must-have)
• Strong spoken and written English (clear phone voice)
• Fast, calm under pressure, customer-friendly
• Detail oriented (accurate notes, no missing info)
• Reliable internet + quiet workspace + headset
• Backup internet plan required (mobile hotspot or secondary provider)
• Power / battery back up in case electricity outage.
• Willing to follow process + scripts (and improve them)
Pay
$400–$550/month depending on English level, speed, and reliability.
Growth available for proven performance and consistency.

How to Apply (Follow Exactly)
If you skip a step, we will not review your application.
1. First line of your application: READY!
2. Attach a voice recording (Google Drive link is fine) that includes:
Your name + city
Your internet speed
Your backup plan for electricity and internet
Why you’re reliable on night shift
Read this exactly (phone voice sample):
“Thank you for calling. This is (Name). How can I help you today?”
3. Answer in text:
Can you work within 7am–7pm Los Angeles time (night shift PH)? Yes/No
Are you available for some weekends? Yes/No
What tools have you used (CRM/VoIP/Teams)?
Describe a time you handled an upset customer successfully (5–8 sentences)

Voice Recording Script
1. “Hi, my name is ___ from ___. I’m applying for the CSR role.”
2. “My internet speed is ___ Mbps. My backup internet and battery is ___.”
3. “I can work night shift and I’m reliable because ___.”
4. Read: “Thank you for calling. This is ___. How can I help you today?”
Read: “I can help you schedule service, maintenance, or an estimate. What’s the address and best phone number to reach you?