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. This full-time, remote position offers a unique opportunity to be the primary point of contact for customers, ensuring seamless daily operations and exceptional service delivery. You will play a pivotal role in managing customer inquiries, coordinating technician schedules, assisting with service estimates, and diligently following up on outstanding invoices. This role is ideal for a highly organized, proactive individual who excels in a fast-paced environment and possesses strong communication and problem-solving skills.
• • As the first line of defense for customer interactions, you will expertly handle a variety of inquiries, including new service requests, repair calls, and addressing customer complaints or service concerns. Your primary objective will be to provide friendly, professional customer support, effectively manage customer expectations, and ensure a positive experience at every touchpoint. You will be empowered to escalate complex issues to the appropriate technicians or management when necessary, demonstrating sound judgment and a commitment to customer satisfaction.
• • A significant aspect of this role involves meticulous scheduling and service coordination. You will be responsible for coordinating technician schedules and booking repair appointments, ensuring optimal efficiency. This includes optimizing service routes using zip code mapping and scheduling tools to minimize travel time and maximize service capacity. Before scheduling any service visit, you will confirm the availability of necessary parts, preventing delays and enhancing the customer experience. Furthermore, you will assist with the onboarding of new customers and facilitate service sign-ups, ensuring a smooth transition into the company's service offerings.
• • In addition to scheduling, you will provide crucial support for service estimates and administrative tasks. This includes accurately creating repair estimates based on the company’s established pricing formulas, ensuring clarity and precision for customers. You will also support technicians and project managers with essential administrative coordination, streamlining project workflows. Maintaining accurate customer and project records within the CRM system is paramount, ensuring all data is up-to-date and easily accessible. A key responsibility will be tracking open requests and ensuring timely follow-ups, demonstrating a proactive approach to service completion.
• • The role also encompasses vital Accounts Receivable support. You will diligently follow up on overdue invoices through various channels, including phone, email, and text, maintaining a professional and persistent approach. All customer communication related to payments will be meticulously documented, providing a clear record of interactions. You will actively encourage customers to enroll in automatic credit card payment plans to improve cash flow and reduce administrative burden. Unresolved billing issues will be escalated appropriately, ensuring timely resolution and customer satisfaction.
• • Beyond direct customer interaction and financial follow-up, you will provide comprehensive administrative and operational support. This involves logging and managing customer tickets within the CRM system, ensuring all service requests are tracked and resolved. You will update project and service records with accuracy and efficiency. Assisting with data entry and documentation for ongoing projects will be a regular duty, contributing to the overall organization of project information. Internal coordination with the office manager and technicians is essential to keep operations running smoothly and efficiently, fostering a collaborative team environment.
• • This position offers a long-term career opportunity with a rapidly expanding U.S. service business. You will have the chance to collaborate directly with leadership and technicians, gaining valuable insights into the business operations. By playing a critical role in customer operations, you will directly impact the company's success and growth. This fully remote role allows you to support U.S.-based customers and service teams from the comfort of your home, offering flexibility and work-life balance.