Admin & Customer Service Specialist (Remote, EST Hours)

About the role

We are seeking an experienced Admin & Customer Service Specialist to support a leading HVAC company based in New Jersey. The role is fully remote, working EST business hours, and involves handling inbound and outbound calls, managing customer records, and providing administrative assistance.

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 a focus on resolution.
• Source HVAC parts by contacting suppliers and vendors.
• Assist with billing‑related administrative tasks.
• Maintain accurate customer records in the CRM system.
• Support the office with various administrative duties as needed.

Required profile

• Minimum 2 years of experience in customer service and administration.
• Background in a service‑based business such as home services, maintenance, repairs, trades or logistics.
• Excellent verbal and written English communication.
• Strong problem‑solving, conflict‑resolution and multitasking abilities.
• Ability to work independently in a fast‑paced remote environment.

Required skills

• Proficiency in Microsoft Office and Outlook.
• Experience using CRM systems (Simpro CRM beneficial).