About the Role
The selected candidate will handle customer calls, manage service requests, and provide accurate information about HVAC systems and services during evening and weekend shifts.
Responsibilities
- Respond to customer inquiries via phone and email during non-business hours
- Schedule and coordinate HVAC service appointments
- Update customer records and service histories in the database
- Provide clear explanations of HVAC services and pricing
- Troubleshoot basic system issues and offer guidance
- Escalate technical problems to field technicians when necessary
- Process service cancellations and rescheduling requests
- Verify customer contact and account information
- Assist with after-hours emergency service coordination
- Maintain confidentiality of customer data
- Follow up on pending service tickets
- Communicate estimated technician arrival times
- Handle customer complaints with professionalism
- Document interactions according to company protocols
- Adhere to customer service response time standards
- Support billing inquiries related to HVAC services
- Provide status updates on ongoing repairs
- Assist customers with thermostat and equipment troubleshooting
- Coordinate with dispatch teams for urgent calls
- Ensure compliance with service level agreements
- Maintain up-to-date knowledge of HVAC offerings
- Report recurring customer issues to supervisors
- Follow scripts and guidelines for consistent service delivery
- Work independently with minimal supervision during overnight shifts
- Log all customer interactions accurately and promptly
Compensation
$18 per hour
Work Arrangement
Remote, after-hours shifts including nights and weekends
Team
Part of a distributed customer support team focused on HVAC service operations
On-Call Availability
- Must be available to work shifts between 5 PM and 8 AM
- Weekend and holiday availability required
- Occasional overtime may be requested
Technical Requirements
- Computer with minimum 8GB RAM and high-speed internet
- Headset with noise-canceling microphone
- Dual monitors recommended for efficiency
- Up-to-date operating system and browser
Not available
