Customer Support & Service Coordinator (HVAC)

The role

You will act as a bridge between customers, technicians, management, and billing processes. You will manage daily schedules in ServiceTitan, coordinate customer communication, and assist with accounts receivable and collections.

What you will do

• Handle inbound customer calls and emails and provide professional, timely support.
• Log customer and job details accurately in ServiceTitan.
• Schedule and dispatch technicians based on job requirements, availability, and urgency.
• Monitor technician schedules and job statuses.
• Follow up with customers after completed jobs to confirm satisfaction.
• Provide updates on parts orders, return visits, and outstanding work.
• Respond to customer questions and concerns.
• Follow up with customers regarding outstanding invoices and payments.
• Assist with collections and maintain accurate records of customer payment status.
• Participate in quick daily team check-ins.

Required qualifications

• 2+ years of customer service, office coordination, or administrative experience
• Experience with accounts receivable, collections, invoicing, or payment follow-up
• Previous experience with ServiceTitan or similar field service/scheduling software
• Basic understanding of HVAC terminology and home-service operations
• Strong written and verbal English communication skills
• Comfortable communicating with customers about both service issues and outstanding payments
• Highly organized and detail-oriented
• Comfortable working Eastern Time (ET)
• Willing to provide occasional weekend or holiday support during busy seasons
• Comfortable learning and using new technology, automation, and AI tools

Nice to have

• Management, team lead, or supervisory experience
• Experience managing or coordinating a small office or service team
• Spanish-speaking ability
• Experience with billing software, accounting systems, or CRM platforms
• Experience improving administrative, scheduling, or collections processes

About the company

An 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.