Customer Service Liaison - HVAC
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AI Summary
This is a remote position.
Scope of Responsibilities
Serve as a liaison between customers and internal technical staff, primarily responsible for receiving customer concerns and accurately communicating service needs to technicians through the company’s computer system.
Minimum Job Requirements
High school diploma or GED
Preferably 3 years of experience in a customer service–focused role
Strong data entry, documentation, and communication skill
Ability to work full time and reliably during assigned shifts
Key Job Responsibilities
Answer inbound calls from customers requesting plumbing or heating services
Schedule service calls and estimate appointments
Make outbound calls for follow-ups, confirmations, and customer satisfaction inquiries
Respond to customer emails and live chat inquiries
Accurately document customer cancellations and service changes
Resolve customer issues or escalate appropriately
Follow up on open service work orders
Provide basic telephone-based solution support when applicable
Accurately and concisely enter service order details into the company’s system
Make necessary corrections to customer accounts
Participate in a rotating schedule to cover Saturday front desk support
Conduct daily scripted Customer Satisfaction Inquiries (CSI)
Actively listen, empathize, and prioritize customer needs
Perform other duties as needed to support customer satisfaction and business growth
Other Duties and Expectations
Maintain a flexible and positive attitude
Protect the confidentiality of customer and company information
Demonstrate strong teamwork and collaboration
Take ownership and accountability for assigned tasks
Remain level-headed, professional, and solution-oriented always
Requirements
Required Skills and Qualifications
Ability to work with confidential information
Ability to work independently with minimal supervision
Strong written, verbal, and interpersonal communication skills
Demonstrated ability to communicate with customers, vendors, and internal staff
Strong attention to detail and time management skills
Ability to prioritize and multitask in a fast-paced environment
Proficiency in Microsoft Office
Working knowledge of Microsoft Excel
HVAC and/or plumbing industry experience is a plus
Technical Requirements:
*Internet speed: Minimum 50 Mbps upload and download (wired connection strongly preferred).
*A verified backup internet connection is required — mobile phone hotspots are not acceptable as backup.
*Dedicated wireless dongles or secondary ISP connections are acceptable backup solutions.
*Backup power source required (UPS or generator) to maintain connectivity during outages.
*Quiet, professional workspace suitable for voice work — free from background noise and interruptions.
*Noise-canceling headset required.
*Reliable computer with sufficient processing power to run software systems and softphone simultaneously.
*You must have Windows 11 or the most recent Apple OS / Update
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
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
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