{"id":962696,"url":"https://alion.io/job/agent-customer-support-service-coordinator-hvac","title":"Customer Support & Service Coordinator (HVAC)","company":{"id":633,"name":"Agent","domain":"getagents.co","url":"https://alion.io/company/agent","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"board_field","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["AR","BR","MX","AG","AW","BS","BB","BZ","BM","BO","VG","BQ","KY","CL","CR","CW","DM","DO","EC","SV","FK","GF","GD","GP","GT","GY","HT","HN","JM","MQ","MS","NI","PA","PY","PE","PR","KN","LC","PM","SX"],"hiring_countries_total":45,"salary":{"min":1400,"max":1600,"currency":"USD","period":"month","gross":null,"usd_annual":19200},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-09-16T11:24:02Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-10-01T17:43:54Z","board_verified":false,"closed_at":"2026-10-01T17:43:54Z","days_open":15,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":15},"description":"Job Title: Customer Support & Service Coordinator (HVAC)\nLocation: Remote (LATAM / Central America preferred)\nCompensation: $1,400-$1,600/month (Full-Time Contractor)\nHours: Full-time, Eastern Time (ET). Must be available for occasional weekends and holidays during busy seasons.\nAbout the Company\nAn owner-operated HVAC and refrigeration company based in Montauk, NY. They handle high-end heating and cooling for luxury homes and well-known local businesses across the East End of Long Island. From high-efficiency systems and home automation to specialized marine refrigeration, they are known for being the most reliable team in the area.\nAbout the Role\nYou will be a key point of contact for the office, acting as the bridge between customers, technicians, management, and the company's billing and collections processes.\nThis role goes beyond answering phones. You will help manage the daily schedule in ServiceTitan, coordinate customer communication, follow up on completed jobs, and assist with accounts receivable and collections. You’ll work closely with the Office Manager and owner to keep operations organized, customers informed, and outstanding accounts moving forward.\nThe ideal candidate is organized, confident in communicating with customers, comfortable handling payment-related conversations, and able to take ownership of day-to-day office processes. Management or team-lead experience is a strong plus.\nDaily Responsibilities\nScheduling & Dispatch\nHandle inbound customer calls and emails and provide professional, timely support.\n\nLog customer and job details accurately in ServiceTitan.\n\nSchedule and dispatch technicians based on job requirements, availability, and urgency.\n\nMonitor technician schedules and job statuses to help keep the day running smoothly.\n\nCustomer Follow-Ups\nFollow up with customers after completed jobs to confirm satisfaction.\n\nProvide updates on parts orders, return visits, and outstanding work.\n\nRespond to customer questions and concerns and ensure issues are followed through to resolution.\n\nMaintain professional relationships with high-end residential and commercial customers.\n\nAccounts Receivable & Collections\nFollow up with customers regarding outstanding invoices and payments.\n\nAssist with collections and maintain accurate records of customer payment status.\n\nCommunicate professionally with customers about overdue balances and payment questions.\n\nCoordinate with management and the office team on past-due accounts and collection efforts.\n\nHelp identify and resolve billing or account issues that may delay payment.\n\nTeam & Office Coordination\nParticipate in quick daily team check-ins.\n\nMonitor technician notes and job statuses through shared apps and systems.\n\nKeep the CRM portal and email inbox organized.\n\nRespond promptly to builder, customer, and internal team questions.\n\nHelp coordinate between technicians, customers, management, and the office.\n\nProcess Improvement\nIdentify opportunities to improve scheduling, customer follow-ups, collections, and office workflows.\n\nHelp implement basic automation and AI tools to reduce repetitive administrative work.\n\nSuggest better ways to organize customer communication and follow-up processes.\n\nRequirements\n2+ years of customer service, office coordination, or administrative experience, preferably within a home service company such as HVAC, plumbing, or electrical.\n\nExperience with accounts receivable, collections, invoicing, or payment follow-up is required.\n\nPrevious experience with ServiceTitan or similar field service/scheduling software.\n\nBasic understanding of HVAC terminology and home-service operations.\n\nStrong written and verbal English communication skills.\n\nComfortable communicating with customers about both service issues and outstanding payments.\n\nHighly organized and detail-oriented, with strong follow-through.\n\nComfortable working Eastern Time (ET).\n\nWilling to provide occasional weekend or holiday support during busy seasons.\n\nComfortable learning and using new technology, automation, and AI tools.\n\nPreferred Qualifications\nPrevious management, team lead, or supervisory experience.\n\nExperience managing or coordinating a small office or service team.\n\nSpanish-speaking ability is a strong plus.\n\nExperience with billing software, accounting systems, or CRM platforms.\n\nExperience improving administrative, scheduling, or collections processes.","description_format":"text","description_chars":4400,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":true},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Colombia","iso":null,"kind":"country"},{"name":"Argentina","iso":"AR","kind":"region"},{"name":"Brazil","iso":"BR","kind":"region"},{"name":"Mexico","iso":"MX","kind":"region"},{"name":"Anguilla","iso":null,"kind":"region"},{"name":"Antigua and 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