Customer Support VA

Job Summary:
Build your career with us as a friendly, dependable Customer Support Coordinator on our residential heating and air conditioning team. You’ll handle inbound customer calls, back up our call center, and run it as the main contact point whenever staff are out. You’ll also manage warranty, permit, and rebate paperwork and keep follow-ups moving forward. You’re who we’re looking for if you have excellent spoken English, sound judgment, and a warm, professional phone manner.

Key Responsibilities:

• Handle inbound customer calls professionally and courteously
• Back up the call center, and run it as the primary contact point when staff are absent
• Process warranty claims and registrations, mostly through email and website submissions
• Prepare and send in building permit applications
• Fill out and send in rebate applications for customers
• Follow up with customers, manufacturers, and local offices until every request is closed
• Record calls, jobs, and customer information accurately in Housecall Pro
• Help with general administrative tasks as needed
• Use sound judgment to route urgent or complex situations to the right person

Mandatory Skills:

• Excellent spoken English and a clear, friendly phone presence
• Previous experience in customer service, call handling, or administrative support
• Experience with Housecall Pro, or the ability to learn it quickly
• Comfortable submitting forms and applications by email and online
• Sound judgment and good problem-solving skills
• Punctual, careful, and self-motivated
• Strong communication skills

Preferred Skills:

• Experience in the HVAC, plumbing, or another home services industry
• Familiarity with warranty claim, building permit, or rebate application processes
• Experience with other field service software or CRMs
• At ease handling several tasks and follow-ups at once

Why Join Us:
This is a great opportunity to join a supportive team that values clear communication and sound judgment. You’ll have a real hand in how customers experience our company, with room to grow as the role expands. If you enjoy helping people and keeping things organized, we’d love to hear from you.