Customer Support & Service Coordinator (HVAC)

Job Title: Customer Support & Service Coordinator (HVAC)

Location: Remote (LATAM / Central America preferred)

Compensation: $1,400–$1,600/month (Full-Time Contractor)

Hours: Full-time, Eastern Time (ET). Must be available for occasional weekends and holidays during busy seasons.

About the Company

An owner-operated HVAC and refrigeration company based in Montauk, NY. They handle high-end heating and cooling for luxury homes and well-known local businesses across the East End of Long Island. From high-efficiency systems and home automation to specialized marine refrigeration, they are known for being the most reliable team in the area.

About the Role

You will be a key point of contact for the office, acting as the bridge between customers, technicians, management, and the company's billing and collections processes.

This role goes beyond answering phones. You will help manage the daily schedule in ServiceTitan, coordinate customer communication, follow up on completed jobs, and assist with accounts receivable and collections. You’ll work closely with the Office Manager and owner to keep operations organized, customers informed, and outstanding accounts moving forward.

The ideal candidate is organized, confident in communicating with customers, comfortable handling payment-related conversations, and able to take ownership of day-to-day office processes. Management or team-lead experience is a strong plus.

Daily Responsibilities

Scheduling & Dispatch

Handle inbound customer calls and emails and provide professional, timely support.

Log customer and job details accurately in ServiceTitan.

Schedule and dispatch technicians based on job requirements, availability, and urgency.

Monitor technician schedules and job statuses to help keep the day running smoothly.

Customer Follow-Ups

Follow up with customers after completed jobs to confirm satisfaction.

Provide updates on parts orders, return visits, and outstanding work.

Respond to customer questions and concerns and ensure issues are followed through to resolution.

Maintain professional relationships with high-end residential and commercial customers.

Accounts Receivable & Collections

Follow up with customers regarding outstanding invoices and payments.

Assist with collections and maintain accurate records of customer payment status.

Communicate professionally with customers about overdue balances and payment questions.

Coordinate with management and the office team on past-due accounts and collection efforts.

Help identify and resolve billing or account issues that may delay payment.

Team & Office Coordination

Participate in quick daily team check-ins.

Monitor technician notes and job statuses through shared apps and systems.

Keep the CRM portal and email inbox organized.

Respond promptly to builder, customer, and internal team questions.

Help coordinate between technicians, customers, management, and the office.

Process Improvement

Identify opportunities to improve scheduling, customer follow-ups, collections, and office workflows.

Help implement basic automation and AI tools to reduce repetitive administrative work.

Suggest better ways to organize customer communication and follow-up processes.

Requirements

2+ years of customer service, office coordination, or administrative experience, preferably within a home service company such as HVAC, plumbing, or electrical.

Experience with accounts receivable, collections, invoicing, or payment follow-up is required.

Previous experience with ServiceTitan or similar field service/scheduling software.

Basic understanding of HVAC terminology and home-service operations.

Strong written and verbal English communication skills.

Comfortable communicating with customers about both service issues and outstanding payments.

Highly organized and detail-oriented, with strong follow-through.

Comfortable working Eastern Time (ET).

Willing to provide occasional weekend or holiday support during busy seasons.

Comfortable learning and using new technology, automation, and AI tools.

Preferred Qualifications

Previous management, team lead, or supervisory experience.

Experience managing or coordinating a small office or service team.

Spanish-speaking ability is a strong plus.

Experience with billing software, accounting systems, or CRM platforms.

Experience improving administrative, scheduling, or collections processes.