• Contract type: Independent Contractor
• Schedule: Monday to Friday, Monday- Friday 8am-4pm, with 1 hour unpaid break | Eastern Standard Time (EST) 7 paid hours per day. 
  

We are looking for a dedicated and customer-focused Customer Support Representative with experience in HVAC or a related field to join our team. This role involves assisting customers with inquiries, troubleshooting issues, and ensuring a positive customer experience. The ideal candidate has strong communication skills, problem-solving abilities, and a solid understanding of HVAC systems or related industries.

• Be the first point of contact for customers, handling HVAC inquiries via phone, email, and chat with professionalism and providing solutions.
  
• Gather detailed information from customers regarding their HVAC systems and issues, offering initial troubleshooting assistance.
• Efficiently schedule service appointments and dispatch technicians using our ServiceTitan software, matching the right technician to the job based on the issue.
• Manage and update Excel documents, maintain accurate customer interaction records, and assist with checking city permits.
• Handle a large call volume while simultaneously managing scheduling tasks and other administrative duties.
• Collaborate with internal teams and technicians to escalate complex issues and ensure seamless service delivery.
• Stay informed about HVAC products and services to provide accurate assistance.

Requirements

• Experience in HVAC or a related field is highly preferred.
  
• Previous experience in customer service or a similar role required
• Dispatch experience is a bonus​
• Strong communication and problem-solving skills.
• Ability to handle difficult customer situations with professionalism.
• Proficiency in customer support software and CRM systems.
• Strong multitasking and organizational skills.
• Ability to work independently and as part of a team in a fast-paced environment.