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 position is fully remote, working US Eastern Standard Time hours, and requires a proactive, detail‑oriented professional who can handle both inbound and outbound communications while providing solid administrative support.

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 high level of professionalism.
• 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 a variety of administrative duties as needed.
• Collaborate closely 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 exceptional attention to detail.
• Ability to multitask and thrive in a fast‑paced environment.
• Comfortable making outbound calls to customers and suppliers.

Required skills

• Microsoft Office
• Outlook
• CRM systems (experience with Simpro CRM is a plus)