Customer Service Liaison - HVAC

This is a remote position.

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