Customer Service Virtual Assistant

Job Summary:
We’d like you on our team as a friendly, dependable Customer Support Coordinator for our residential heating and air conditioning business. You’ll pick up inbound customer calls, back up our call center, and run it as the primary point of contact whenever our staff are out. Your work also includes handling warranty, permit, and rebate paperwork and making sure follow-ups don’t stall. We hope to hear from you if you have excellent spoken English, good judgment, and a warm, professional manner on the phone.

Key Responsibilities:

• Pick up inbound customer calls and handle them professionally and politely
• Back up the call center, and run it as the main contact point when staff are away
• Manage warranty claims and warranty registrations, mostly submitted by email and through websites
• Put together and send in building permit applications
• Fill out and send in rebate applications for customers
• Stay in touch with customers, manufacturers, and local offices until every request is settled
• Enter calls, jobs, and customer information accurately in Housecall Pro
• Support general administrative work as it comes up
• Apply good judgment to pass urgent or complex situations to the right team member

Mandatory Skills:

• Excellent spoken English and a clear, friendly phone presence
• Previous experience in customer service, call handling, or administrative support
• Experience with Housecall Pro, or the ability to pick it up quickly
• Comfortable sending forms and applications by email and through websites
• Good judgment and solid problem-solving skills
• Able to work on your own with consistency and attention to detail
• Strong communication skills

Preferred Skills:

• Experience in HVAC, plumbing, or other home services
• Familiarity with the warranty claim, building permit, or rebate application process
• Experience with other field service software or CRMs
• Comfortable balancing many tasks and follow-ups at once

Why Join Us:
This is a great chance to join a supportive team that values good communication and sound decisions. You’ll have an important hand in how customers experience our company, with room to grow as the role expands. If you like helping people and keeping things in order, we’d love to hear from you.