[Hiring] Customer Support Specialist @Aidey

Role Description

The Support partners with the network of contractors and internal teams to deliver exceptional customer service experiences. The support is responsible for taking inbound calls from customers and assisting them to the best of their ability. The role requires prior customer service experience, with a proven ability to multitask and speak to and assist a wide range of customers.

• Manage daily scheduling and support of contractors, emergency repair requests, maintenance visits, and other HVAC/R projects
• Answer customer and contractor inquiries by phone, text, email, and web in a timely manner
• Enter and manage work orders, jobs, and clients on a dispatch board using established processes
• Issue purchase orders for service
• Process payments
• Manage customer concerns and work to resolve them efficiently and effectively

Qualifications

• Fluent, confident, and clear communication in English — both verbally and in writing — is central to the role
• Previous customer service experience handling phone, email, and chat support — MUST
• Prior experience in the HVAC or trade-related industry — MUST
• Previous experience in leadership roles — BIG ADVANTAGE
• Experience with Zoho tools (Zoho Desk, Zoho Books, CRM) — ADVANTAGE
• Ability to multitask, prioritize, and work effectively in a fast-paced environment
• Strong problem-solving skills and the ability to handle customer escalations
• Strong computer and system navigation skills
• Ability to quickly learn new tools and internal processes
• Ability to work independently while collaborating effectively with internal teams
• Strong time management and organizational skills
• Positive, proactive attitude with a focus on customer satisfaction and continuous improvement

Requirements

• Stable internet connection (100+ Mbps) and a quiet, professional workspace — MUST
• Flexibility to work a monthly rotating schedule, including day, mid, night, and weekend shifts aligned with Central Time business hours — MUST

Benefits

• Above-market base
• Fully remote, long-term role — no commute, no office mandate
• Direct line to client stakeholders
• Real growth track: lead or specialist roles