Customer Support Specialist - HVAC

***PLEASE DO NOT APPLY IF YOU DO NOT HAVE PREVIOUS CUSTOMER SUPPORT EXPERIENCE WITHIN THE HVAC OR TRADE-RELATED INDUSTRIES, SUCH AS ROOFING, PLUMBING, SOLAR, ELECTRICAL, OR GENERAL CONSTRUCTION.***

About the Company:

Aidey is one of the fastest-growing BPO companies in the Philippines, providing businesses of all sizes with an efficient way to manage their operations through flexible and cost-effective outsourcing solutions.

Different brands use Aidey's diverse services which include: Customer Service, Technical Service, Customer Success, and Back Office functions. Companies from the SaaS, e-commerce, hospitality, and services industries use Aidey's services to streamline their operations for peak efficiency and create flawless experiences for their customers.

About the Client:

The client is a leader in HVAC/R predictive maintenance and management for small commercial buildings. They offer a unique pairing of software and services to save customers money on emergency repairs and energy bills. The technology leverages smart sensors and artificial intelligence to detect HVAC and Refrigeration issues early, and they work with a preferred network of qualified contractors to fix these issues before they lead to system failure.

About the Position:

We are seeking to hire a Customer Support Specialist.

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.

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

Process payments

Manage customer concerns and work to resolve them efficiently and effectively

Requirements:

Excellent English communication skills: verbal, written, and reading MUST

Previous customer service experience handling phone, email, and chat support MUST

Prior experience in the HVAC or trade-related industry MUST

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

Previous experience in leadership roles BIG ADVANTAGE

Experience with Zoho tools (Zoho Desk, Zoho Books, CRM) ADVANTAGE

Work Schedule:

This is a full-time position in a work-from-home setup. You will be working 8.5 hours a day, 5 days a week.