Call Center Virtual Assistant

Job Summary:
Consider joining us as a friendly, dependable Customer Support Coordinator for our residential heating and air conditioning company. Your days will center on inbound customer calls: you’ll provide backup coverage for our call center and take it over completely whenever team members are out. Alongside the phones, you’ll manage warranty, permit, and rebate paperwork and keep every follow-up moving forward. We’re eager to connect with you if you have excellent spoken English, sound judgment, and a warm, professional way with callers.

Key Responsibilities:

• Field inbound customer calls with a professional, courteous approach
• Cover the call center as backup, and take over as the primary call center when staff are absent
• Submit warranty claims and warranty registrations, largely through email and online forms
• Assemble and submit building permit applications
• Prepare and submit rebate applications for customers
• Chase customers, manufacturers, and local offices until every request reaches resolution
• Capture calls, jobs, and customer information accurately in Housecall Pro
• Take on general administrative tasks when needed
• Rely on sound judgment to send urgent or complex situations to the right person on the team

Mandatory Skills:

• Excellent spoken English and a clear, friendly manner on the phone
• Previous experience in customer service, call handling, or administrative support
• Housecall Pro experience, or the ability to get up to speed on it quickly
• At ease submitting forms and applications via email and websites
• Sound judgment and strong problem-solving skills
• Independent, steady, and careful in your work
• Strong communication skills

Preferred Skills:

• Background in HVAC, plumbing, or another home services field
• Familiarity with warranty claims, building permits, or rebate application processes
• Experience with other field service platforms or CRMs
• Able to keep many tasks and follow-ups moving smoothly

Why Join Us:
This is a great opportunity to become part of a supportive team that values clear communication and sound judgment. You’ll shape how our customers experience the company, and there’s room to grow as the role develops. If helping people and staying organized come naturally to you, we’d love to hear from you.