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. The role is fully remote and follows US Eastern Standard Time hours, providing an opportunity to work with international clients while based in South Africa.

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.
• Collaborate with internal teams to ensure smooth operations and excellent service.

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 problem‑solving, conflict‑resolution, and critical‑thinking abilities.
• Highly organised with great attention to detail and the ability to multitask in a fast‑paced environment.
• Comfortable making outbound calls to customers and suppliers.

Required skills

• Microsoft Office
• Outlook
• CRM systems
• Simpro CRM (beneficial)