Admin & Customer Service Specialist (Remote, US EST)

About the role

We are seeking an experienced Admin & Customer Service Specialist to provide remote support for a US‑based heating and cooling company. The role operates on US EST hours and involves handling customer interactions, administrative tasks, and parts sourcing.

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 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 and ability to multitask in a fast‑paced environment.
• Comfortable making outbound calls to customers and suppliers.
• Proficient in Microsoft Office and Outlook.
• Experience using CRM systems; experience in HVAC, heating and cooling, plumbing, electrical or similar trades is advantageous.

Required skills

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