Schedule:

• Part-time (20 hours per week)

• Eastern Time business hours (3:00 PM – 6:00 PM)

• Client Timezone: Eastern Time (New York)

 

Client Overview:

Join a growing HVAC company specializing in commercial refrigeration and air conditioning systems serving the New York City area. This 12-person team values specialization and letting people focus on what they do best, creating an environment where your customer service expertise can truly shine. You’ll be the voice of customer satisfaction during their busiest growth season.

 

Job Description:

You’ll own the customer experience from service completion to lasting satisfaction. This isn’t about sales pressure or complex technical troubleshooting – you’ll focus purely on relationship building and ensuring every customer feels heard and valued. You’ll play a crucial role in maintaining the company’s reputation while helping them scale during their peak season from April through June.

 

Responsibilities:

• Conduct follow-up calls to customers 2-3 days after service completion to ensure complete satisfaction
• Verify heating, cooling, and refrigeration systems are functioning properly post-service
• Request Google reviews from satisfied customers to build the company’s online presence
• Answer customer questions and handle inquiries during business hours with professionalism
• Escalate complex technical issues to appropriate team members when needed
• Respond to customer messages and maintain consistent communication throughout business hours
• Document all customer interactions and feedback for continuous service improvement
• Build lasting relationships that turn one-time customers into loyal advocates

 

Requirements:

• Fluent bilingual proficiency in English and Spanish (required for diverse NYC customer base)
• Otbound calling experience (must)
• Strong verbal communication skills and professional phone manner
• Availability during Eastern Time business hours with reliable internet connection
• Experience in customer service, customer success, or relationship-building roles preferred
• Ability to work independently in a remote environment while staying connected to the team
• Natural relationship-building skills and genuine care for customer satisfaction
• Bonus if you have experience with HVAC, construction, or home services industries
• It helps if you’re comfortable with basic CRM or documentation systems

 

Why Join This Team?

• Remote-first opportunity with a stable, growing local business
• Focus purely on customer satisfaction – no sales quotas or pressure
• Join during an exciting growth phase with potential for expanded responsibilities
• Work with a team that values specialization and letting experts do what they do best
• Competitive compensation with a company that invests in long-term employee success
• Opportunity to make a real impact on customer experience and business growth