Job Description

This is a remote position. Industry: Residential Heating and Air Conditioning Schedule: Full-time, Monday–Friday, 8:00 AM–4:00 PM Eastern Time (ET) Hours: 40 hours per week About the Role We are looking for two dedicated Customer Service and Scheduling Virtual Assistants to support a residential heating and air conditioning company serving homeowners, home warranty customers, and contract accounts. In this role, you will handle customer calls, text messages, appointment scheduling, and service follow-ups to help ensure a smooth customer experience. You will work directly within the client's systems and follow established processes while coordinating with the office management team. We are looking for highly organized, dependable individuals with excellent spoken English, a professional phone manner, and strong customer service skills. Key Responsibilities Handle inbound customer calls: Verify customer and job information in Housecall Pro, answer inquiries when possible, take complete messages, and track unresolved requests until they receive a response. Manage customer text messages: Respond to customers through Quo and Housecall Pro using approved templates and communication guidelines. Schedule service appointments: Book, confirm, reschedule, and cancel appointments while checking technician availability, parts readiness, and required approvals. Maintain accurate records: Update job notes and customer information in Housecall Pro to ensure records are complete and current. Follow up on open requests: Track pending customer inquiries and service issues, coordinate with the appropriate team members, and provide clear shift handoffs. Handle customer concerns professionally: Acknowledge frustrated customers, communicate verified information, and escalate refund requests, legal complaints, and other issues beyond your authority to management. Coordinate with the office team: Follow established workflows and communicate promptly with managers regarding scheduling conflicts, unresolved issues, and other customer service needs. Additional Responsibilities Verifying parts arrival dates and warranty coverage. Explaining approved customer costs and warranty-related charges. Maintaining the accuracy of the dispatch board. Tracking technician schedules and paid time off. Following up on jobs awaiting authorization, parts, customer decisions, or office action. Assisting with manufacturer equipment registration. Requirements Qualifications Excellent spoken English and clear verbal communication skills. A professional, friendly, and confident phone manner. Previous experience in customer service, call handling, appointment scheduling, or a similar support role. Strong organizational skills and attention to detail. Ability to manage a high volume of calls, messages, and follow-up tasks without losing track of open requests. Comfortable using computer systems to document customer interactions and update records. Ability to follow established procedures, use approved communication templates, and recognize when an issue needs escalation. Dependable, proactive, and able to work independently while coordinating with a team. Willingness to learn new systems and processes through training. Preferred but not required: Experience with appointment scheduling software, CRM systems, dispatch coordination, or home services customer support. Dedicated to one client account. Must be available for the full scheduled shift and maintain reliable attendance. Must have a quiet work environment suitable for handling customer calls. Must have a reliable computer, stable internet connection, and a backup internet or power solution. Important Note Clear spoken English and a professional phone manner are essential requirements for this role. Applicants should be comfortable speaking with homeowners, handling customer concerns, and communicating information clearly over the phone. HVAC experience is not required, as training will be provided Benefits Compensation & Payments ​ $5+ per hour, depending on experience. On-time payments, every time Payments processed via Wise Training & Support Direct client training provided — you are never thrown in blind Dedicated Account Manager as your point of contact Stable, long-term placement with a growing U.S.-based company Exposure to a wide range of modern SaaS platforms Potential for increased responsibilities as the company scales Tenure recognition for long-term team members Clear escalation paths — you always know who to go to Work Environment 100% remote — work from home U.S.-based company with structured operations Stable, long-term account placements (not gig-style work) Supportive team culture across all accounts Growth & Experience Build your U.S. industry experience Exposure to multiple practice types and platforms Potential for increased hours or additional accounts based on performance Strengthen your resume with verified, legitimate U.S. client experience Recognition Tenure recognition for long-term team members We value loyalty and recognize those who grow with us