Customer Support & Administrative Specialist

📋 Description

• • Agent Inc. is seeking a dedicated and customer-centric Customer Support & Administrative Specialist to join a thriving HVAC services company based in Montauk, Long Island. This fully remote, full-time position offers a unique opportunity to be the primary point of contact for customers, ensuring seamless daily operations and exceptional service delivery.
• • As a Customer Support & Administrative Specialist, you will be instrumental in managing incoming customer inquiries, coordinating technician schedules, assisting with service estimates, and diligently following up on outstanding invoices. Your role is pivotal in maintaining the smooth functioning of our client's service operations and fostering strong customer relationships.
• • The ideal candidate possesses a proactive mindset, exceptional organizational skills, and thrives in the dynamic environment of home services. A comfort level with high-volume phone communication, intricate scheduling coordination, and effective problem-solving is essential for success in this role.
• • You will collaborate closely with the office manager, a team of skilled technicians, and the leadership team, ensuring that all customer requests are addressed with efficiency and professionalism. Your contributions will directly impact customer satisfaction and the overall operational effectiveness of the business.
• • **Key Responsibilities include:**
• • **Customer Communication:** Serve as the initial and primary point of contact for all incoming customer calls. This involves expertly handling inquiries related to new service requests, scheduling repair calls, and addressing any customer complaints or service concerns with empathy and efficiency. You will be responsible for providing friendly, professional customer support, effectively managing customer expectations, and knowing when to escalate complex issues to technicians or management for resolution.
• • **Scheduling & Service Coordination:** Take ownership of coordinating technician schedules and booking repair appointments. This includes optimizing service routes using zip code mapping and scheduling tools to ensure maximum efficiency. A crucial part of this responsibility is confirming parts availability before scheduling service visits, preventing delays and ensuring a smooth customer experience. You will also assist with the onboarding of new customers and the sign-up process for services.
• • **Estimates & Service Support:** Play a key role in creating accurate repair estimates by utilizing the company’s established pricing formulas. You will provide essential administrative and coordination support to technicians and project managers, ensuring they have the resources and information needed to complete their work. Maintaining precise customer and project records within the CRM system is vital, as is tracking open requests and ensuring timely follow-ups to maintain service momentum.
• • **Accounts Receivable Support:** Proactively follow up on overdue invoices through various channels, including phone, email, and text. It is important to meticulously document all customer communication related to payments to maintain clear records. You will also encourage customers to enroll in automatic credit card payment plans to streamline the billing process and escalate any unresolved billing issues to the appropriate personnel when necessary.
• • **Administrative & Operational Support:** Log and meticulously manage all customer tickets within the CRM system, ensuring data integrity. You will be responsible for updating project and service records accurately and assisting with data entry and documentation for ongoing projects. Internal coordination with the office manager and technicians is crucial to keep operations running efficiently and without interruption.
• • This role is designed for an individual who is not only adept at handling administrative tasks but also excels in building rapport with customers and contributing to the overall success of a service-oriented business. Your ability to manage multiple priorities, maintain a positive attitude, and contribute to a collaborative team environment will be highly valued.
• • The position offers a competitive compensation package and the flexibility of a fully remote work environment, allowing you to contribute effectively from anywhere. Join a growing U.S. service business and make a tangible impact on customer operations and service delivery.