HVAC Customer Support Coordinator

VA Masters; Philippines; On-site; PHP 279,000 - 469,000; Full time

Job summary

vamasters, Inc. is expanding its residential heating and air conditioning team with a Customer Support Coordinator. You will handle inbound calls, serve as backup call center, process warranty claims and registrations, and prepare permit and rebate paperwork.

Strong English, sound judgment, and a professional phone manner are essential. You will also follow up with customers, manufacturers, and local offices, record information in Housecall Pro, and handle related administrative tasks with

Qualifications

• Excellent spoken English with a clear, friendly phone presence.
• Previous experience in customer service, call handling, or administrative support.
• Experience with Housecall Pro, or the ability to learn it quickly.
• Comfortable submitting forms and applications through email and websites.
• Sound judgment and good problem-solving skills.
• Responsible, observant, and capable of working with little oversight.
• Strong communication skills.

Responsibilities

• Answer inbound customer calls with professionalism and courtesy
• Serve as the backup call center, and as the primary call center when staff are absent
• Process warranty claims and warranty registrations, mostly by email and website submission
• Prepare and submit building permit applications
• Complete and submit rebate applications on behalf of customers
• Follow up with customers, manufacturers, and local offices until requests are resolved
• Record calls, jobs, and customer information accurately in Housecall Pro
• Take on general administrative tasks as needed
• Use sound judgment to route urgent or complex situations to the right team member

Skills

Excellent spoken English

Call handling

Housecall Pro

Email/website forms

Problem-solving

Organizational skills

Communication skills

Tools

Housecall Pro

Job description

Job Summary:

We're enhancing our residential heating and air conditioning team with a friendly, dependable Customer Support Coordinator. You will answer inbound customer calls, serve as our backup call center, and step in as the primary call center when our staff are out. You will also handle warranty, permit, and rebate paperwork and keep follow-ups moving. You'll be right at home if you have excellent spoken English, sound judgment, and a warm, professional phone manner.

Key Responsibilities:

• Answer inbound customer calls with professionalism and courtesy
• Serve as the backup call center, and as the primary call center when staff are absent
• Process warranty claims and warranty registrations, mostly by email and website submission
• Prepare and submit building permit applications
• Complete and submit rebate applications on behalf of customers
• Follow up with customers, manufacturers, and local offices until requests are resolved
• Record calls, jobs, and customer information accurately in Housecall Pro
• Take on general administrative tasks as needed
• Use sound judgment to route urgent or complex situations to the right team member

Mandatory Skills:

• Excellent spoken English with a clear, friendly phone presence
• Previous experience in customer service, call handling, or administrative support
• Experience with Housecall Pro, or the ability to learn it quickly
• Comfortable submitting forms and applications through email and websites
• Sound judgment and good problem-solving skills
• Responsible, observant, and capable of working with little oversight
• Strong communication skills

Preferred Skills:

• Experience in the HVAC, plumbing, or other home services industry
• Familiarity with warranty claims, building permit, or rebate application processes
• Experience with other field service software or CRMs
• Organized enough to move several tasks and follow-ups forward in tandem

Why Join Us:

Be part of a supportive team that values good communication and sound judgment. You will play an important role in how our customers experience our company, with room to grow as the role expands. If you enjoy helping people and keeping things organized, we'd like to hear from you.