Admin & Customer Service Specialist (Remote, EST Hours)

About the role

We are seeking an experienced Admin & Customer Service Specialist to join a leading HVAC company’s remote support team. Working fully remotely on EST business hours, you will provide professional phone support, coordinate service appointments, and assist with administrative tasks.

Key responsibilities

• Answer incoming customer calls and make outbound calls to provide service updates.
• Contact customers to update them on appointment schedules and job progress.
• Handle enquiries, concerns, and escalations with professionalism.
• Source HVAC parts by liaising with suppliers and vendors.
• Assist with billing and other administrative duties.
• Maintain accurate customer records in the CRM system.
• Support the office with various administrative tasks and collaborate with internal teams.

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 skills.
• Strong customer service, conflict resolution, problem‑solving and critical‑thinking abilities.
• Highly organised with great attention to detail and ability to multitask in a fast‑paced environment.
• Comfortable making outbound calls to customers and suppliers.
• Proficiency in Microsoft Office and Outlook.
• Experience using CRM systems; HVAC industry experience is a plus.

Required skills

• Microsoft Office
• Outlook
• CRM systems (e.g., Simpro CRM)

What we offer

• Fully remote work with EST business hours (8:45 AM – 5:45 PM EST).
• Compensation for South African public holidays in accordance with the BCEA.
• Opportunity to work with an established US‑based HVAC company.