Customer Service and Scheduling VA - HVAC

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.

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

Competitive hourly rate

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