Customer Support Specialist - HVAC/R Dispatch

About the role

Aidey, an AI-first business process outsourcing company based in the Philippines, is staffing a remote Customer Support Specialist for a client that provides HVAC/R predictive maintenance and management for small commercial buildings. The support partner works with the client's network of contractors and internal teams to deliver customer service, taking inbound calls and helping customers reach the right people.

Key responsibilities

• 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 and process payments
• Manage customer concerns and resolve them efficiently and effectively

Required profile

• Fluent, confident and clear English, verbal and written (very high level)
• Prior customer service experience handling phone, email and chat support
• Prior experience in the HVAC or trade-related industry
• Previous experience in leadership roles is a big advantage
• Stable internet connection (100+ Mbps) and a quiet, professional workspace
• Flexibility to work a monthly rotating schedule, including day, mid, night and weekend shifts aligned with Central Time business hours

Required skills

• Experience with Zoho tools (Zoho Desk, Zoho Books, CRM) is an advantage
• Ability to multitask, prioritize and work in a fast-paced environment
• Problem-solving skills and ability to handle customer escalations
• Computer and system navigation skills, quick learning of new tools and processes
• Time management and organizational skills

What we offer

• Above-market base pay
• Fully remote, long-term role with no commute and no office mandate
• Direct line to client stakeholders
• Growth track leading to lead or specialist roles