Admin & Customer Service Specialist (Remote, US EST Hours)

About the role

We are seeking an experienced Admin & Customer Service Specialist to support a well‑established HVAC company based in New Jersey, USA. The role is fully remote, working US Eastern Standard Time hours, and involves handling inbound and outbound communications, administrative tasks, and coordination with suppliers.

Key responsibilities

• Answer incoming customer calls professionally and efficiently.
• Contact customers to provide updates on service appointments and job progress.
• Handle enquiries, concerns, and escalations with professionalism.
• Source HVAC parts by contacting suppliers and vendors.
• Assist with billing‑related administrative tasks.
• Maintain accurate customer records within the CRM system.
• Support the office with a variety of administrative duties as required.
• Collaborate with internal teams to ensure excellent customer service and smooth operations.

Required profile

• Minimum 2 years of experience in customer service and administration.
• Experience in a service‑based business such as home services, maintenance, repairs, trades, or logistics.
• Excellent verbal and written English communication skills.
• Strong customer service, conflict resolution, problem‑solving and critical‑thinking abilities.
• Highly organised with exceptional attention to detail.
• Ability to multitask and work effectively in a fast‑paced environment.
• Comfortable making outbound calls to customers and suppliers.

Required skills

• Proficiency in Microsoft Office Suite.
• Experience with Outlook.
• Experience using CRM systems (e.g., Simpro CRM is beneficial).