HVAC Customer Support Coordinator

We are looking for a friendly, dependable Customer Support Coordinator to join our residential heating and air conditioning team. You will answer inbound customer calls, serve as our backup call center, and step in as the primary call center when our staff are out. You will also handle warranty, permit, and rebate paperwork and keep follow-ups moving. The ideal candidate has excellent spoken English, sound judgment, and a warm, professional phone manner.

Key Responsibilities:

• Answer inbound customer calls professionally and courteously
• Act as the backup call center, and as the primary call center during staff absences
• Process warranty claims and warranty registrations, mostly by email and website submission
• Prepare and submit building permit applications
• Complete and submit rebate applications for customers
• Follow up with customers, manufacturers, and local offices until requests are resolved
• Log calls, jobs, and customer information accurately in Housecall Pro
• Handle general administrative tasks as needed
• Use sound judgment to route urgent or complex situations to the right team member

Mandatory Skills:

• Excellent spoken English with a clear, friendly phone presence
• Previous experience in customer service, call handling, or administrative support
• Experience with, or the ability to quickly learn, Housecall Pro
• Comfortable submitting forms and applications through email and websites
• Sound judgment and good problem-solving skills
• Reliable, detail-oriented, and able to work independently
• Strong communication skills

Preferred Skills:

• Experience in the HVAC, plumbing, or other home services industry
• Familiarity with warranty claims, building permit, or rebate application processes
• Experience with other field service software or CRMs
• Ability to manage multiple tasks and follow-ups simultaneously

Why Join Us:

This is a great opportunity to join a supportive team that values good communication and sound judgment. You will play an important role in how our customers experience our company, with room to grow as the role expands. If you enjoy helping people and keeping things organized, we would love to hear from you.