Part-Time Customer Care Associate - US HVAC Company (Night Shift, $7/hr, Path to Full-Time)

ABOUT US
We are Big Air Heat and A/C ( ---------- ), a family-owned HVAC company in Fort Myers, Florida. We help homeowners with air conditioning repair, maintenance, and installation. We are growing fast and need one sharp, dependable person to be the friendly voice our customers hear on the phone.

THE ROLE
You will:
- Call our customers to confirm appointments and follow up on quotes
- Reply to text messages and chat conversations from leads and customers
- After 60-day trial: answer inbound customer calls through Housecall Pro
- Book new service appointments into our schedule
- Small office tasks: data entry, chasing Google reviews, light reporting

We will train you on everything Big Air-specific. We do not need HVAC experience. We need someone smart, warm on the phone, and reliable.

SHIFT
Monday-Friday, 4 hours/day during US Eastern Time business hours. That means you work either 8pm-12am OR 12am-4am Philippines time. You MUST be okay with permanent night shift.

PAY AND BENEFITS
Part-time trial (Months 1-2):
- $7/hour, 20 hrs/week
- Approx PHP 7,800/month (USD $140/week)

Full-time after successful 60-day trial:
- $9/hour, 40 hrs/week
- Approx PHP 87,000/month (USD $1,560/month)
- HMO health insurance stipend ($40/month, you pick Maxicare or Intellicare)
- 13th month bonus (full Filipino standard)
- Paid time off (10 days/year, accrues from full-time start)
- Annual raises based on performance

REQUIREMENTS
- Bachelor's degree (UP, Ateneo, La Salle, UST, or top regional university preferred - but exceptional candidates from other schools will be considered)
- Excellent spoken English with a neutral or American-leaning accent (this is non-negotiable - you will be on the phone with US customers daily)
- Reliable internet (25+ Mbps), backup power, quiet workspace, USB headset
- Warm and patient on the phone - many of our customers are calling about a broken AC in 90-degree heat. They need someone calm and kind.
- Honest, fast learner, good at solving small problems on your own

NICE TO HAVE (not required)
- Prior US-account BPO experience (calling US customers)
- Experience with Housecall Pro, ServiceTitan, or similar field-service software
- Experience with ManyChat, Sendbird, or other chat tools

HOW TO APPLY - READ CAREFULLY
We will ONLY consider applications that include ALL THREE of the following. Applications missing any item will be rejected without review.

1. Your resume (PDF or link)

2. A 60-90 second Loom or YouTube (unlisted) video of yourself, speaking in English, answering this question:
"Tell me about a time you had to handle an upset customer or solve a problem with limited information. What did you do, and what was the outcome?"

3. Your written answer (3-5 sentences) to this scenario:
A customer texts you at 7pm on a Tuesday: My AC stopped working last night and it is 90 degrees in here. I have a baby. When can someone come? What is your reply, and what do you do next on our side?

WHY THESE THREE
We have hired many people. The ones who succeed always do these three things well: communicate clearly in writing, speak warmly on camera, and think practically about customer problems. We are not testing for the perfect answer - we are testing for how you think.

TIMELINE
- Applications close: 7 days from posting
- Video interviews: Week of June 1-5, 2026
- Start date: June 8, 2026

We are hiring ONE person now. If this works well, we will hire a second person in Q3 2026.

Thank you for reading this far. We look forward to meeting you.

- Joseph
Owner, Big Air Heat and A/C