Customer Support & Service Coordinator (HVAC)

Job Title: Customer Support & Service Coordinator (HVAC)

Location: Remote (LATAM / Central America preferred)

Compensation: $1,400–$1,600/month (Full-Time Contractor)

Hours: Full-time, Eastern Time (ET). Must be available for occasional weekends and holidays during busy seasons.

About the Company

An owner-operated HVAC and refrigeration company based in Montauk, NY. They handle high-end heating and cooling for luxury homes and well-known local businesses across the East End of Long Island. From high-efficiency systems and home automation to specialized marine refrigeration, they are known for being the most reliable team in the area.

About the Role

You will be the main point of contact for the office, acting as the bridge between our customers, our technicians, and management. You won't just be answering phones; you'll be managing the schedule in Service Titan and making sure no customer is left waiting for an update. You’ll work closely with the Office Manager and the owner to keep the daily schedule moving smoothly.

Daily Responsibilities

- Scheduling & Dispatch: Pick up inbound calls and emails, log customer details in Service Titan, and get technicians dispatched to the right jobs.

- Customer Follow-Ups: Call customers the day after a job is finished to make sure they’re satisfied and to give them updates on any parts we need to order.

- Team Coordination: Join quick daily check-ins with the team and use a shared app to keep an eye on technician notes and job statuses.

- Inbox Management: Keep the CRM portal and email inbox organized so builder and client questions are answered quickly.

- Improving the Process: Help us find better ways to handle follow-up messages using basic automation or AI tools to save time.

Requirements

- Experience: 2+ years in customer service, specifically for a home service company (HVAC, Plumbing, or Electrical). You need to know basic AC terms so you can talk comfortably with our customers.

- Th...