Customer Support & Service Coordinator (HVAC)

Agent Careers; Montauk (NY); Híbrido; MXN 267.000 - 305.000; Jornada completa

Descripción de la vacante

Agent Careers is seeking a Customer Support & Service Coordinator for a remote HVAC role. You will bridge customers, technicians, and management, manage scheduling in Service Titan, and ensure no customer waits for updates.

You will log details, coordinate daily with the Office Manager, and help optimize how follow-ups are handled using automation or AI tools. Strong English and ET-hour availability are essential.

Formación

• 2+ years in customer service for home service companies (HVAC, Plumbing, or Electrical).
• Able to discuss basic HVAC terms confidently with customers.
• Experience with Service Titan or similar scheduling software.
• Willing to explore new tools to improve office efficiency.
• Fluent English; Spanish a plus due to bilingual clients.
• Available for Eastern Time hours, including busy weekends/holidays.

Responsabilidades

• Scheduling and dispatch: answer calls/emails, log details in Service Titan, dispatch technicians.
• Customer follow-ups: confirm post-job satisfaction and update on parts.
• Team coordination: daily check-ins and monitor technician notes and statuses.
• Inbox management: organize CRM and email for fast responses.
• Process improvements: explore automation or AI to save time.

Conocimientos

Customer service

English fluency

Team coordination

Communication

ET hours flexibility

Organizational skills

Spanish (nice to have)

Herramientas

Service Titan

Scheduling software

CRM

Descripción del empleo

Job Title: Customer Support & Service Coordinator (HVAC)

Location: Remote (LATAM / Central America preferred)

Compensation: $1,400-$1,600/month (Full-Time Contractor)

Hours: Full-time, Eastern Time (ET). Must be available for occasional weekends and holidays during busy seasons.

About The Company

An owner-operated HVAC and refrigeration company based in Montauk, NY. They handle high-end heating and cooling for luxury homes and well-known local businesses across the East End of Long Island. From high-efficiency systems and home automation to specialized marine refrigeration, they are known for being the most reliable team in the area.

About The Role

You will be the main point of contact for the office, acting as the bridge between our customers, our technicians, and management. You won't just be answering phones; you'll be managing the schedule in Service Titan and making sure no customer is left waiting for an update. you'll work closely with the Office Manager and the owner to keep the daily schedule moving smoothly.

Daily Responsibilities

• Scheduling & Dispatch: Pick up inbound calls and emails, log customer details in Service Titan, and get technicians dispatched to the right jobs.
• Customer Follow-Ups: Call customers the day after a job is finished to make sure they're satisfied and to give them updates on any parts we need to order.
• Team Coordination: Join quick daily check-ins with the team and use a shared app to keep an eye on technician notes and job statuses.
• Inbox Management: Keep the CRM portal and email inbox organized so builder and client questions are answered quickly.
• Improving the Process: Help us find better ways to handle follow-up messages using basic automation or AI tools to save time.

Requirements

• Experience: 2+ years in customer service, specifically for a home service company (HVAC, Plumbing, or Electrical). You need to know basic AC terms so you can talk comfortably with our customers.
• The Tools: You've used Service Titan or a similar scheduling software before. You're also interested in using new tools to make the office more efficient.
• Language: You must speak and write English fluently. Being able to speak Spanish is a huge plus since many of our clients are bilingual.
• Availability: You are comfortable working Eastern Time (ET) hours. HVAC is a seasonal business, so we need someone who can jump in on busy weekends or holidays when the weather gets extreme.
• Personality: You're organized, neat with your work, and stay calm when the phones start ringing off the hook.

Why Join the Team?

• You’ll be a key part of the team, working directly with the owner to improve how we run the business.
• This is a stable, long-term position with a growing company that treats its people well.
• We use digital apps and simple automation to keep everyone on the same page