Customer Support & Service Coordinator – HVAC
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Job Description
Remote HVAC customer support coordinator managing Service Titan scheduling, dispatch, and customer follow-ups. Supporting a Montauk heating and refrigeration company’s daily operations.
Responsibilities:
- Serve as the main office contact and bridge between customers, technicians, and management
- Answer inbound calls and emails
- Log customer details in Service Titan
- Schedule and dispatch technicians to appropriate jobs
- Call customers the day after completed jobs to confirm satisfaction
- Provide updates on parts that need to be ordered
- Participate in daily team check-ins
- Monitor technician notes and job statuses in a shared app
- Organize the CRM portal and email inbox
- Respond quickly to builder and client questions
- Improve follow-up processes using basic automation or AI tools
- Work closely with the Office Manager and owner to keep the daily schedule moving smoothly
Requirements:
- 2+ years of customer service experience specifically for a home service company (HVAC, Plumbing, or Electrical)
- Basic AC terminology knowledge
- Experience using Service Titan or similar scheduling software
- Interest in using new tools to improve office efficiency
- Fluent spoken and written English
- Comfortable working Eastern Time (ET) hours
- Availability for occasional busy weekends and holidays during peak HVAC seasons
- Organized, neat, and calm under high call volume
Benefits:
- Stable, long-term position with a growing company
- Direct collaboration with the owner and opportunity to improve business operations
- Digital apps and simple automation to keep everyone aligned
- Independent-contractor flexibility to manage work on your terms
- Contractor responsible for own equipment, taxes, and benefits
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