Customer Service & Operations Administrator | US Hours

Our client in the US is looking for an organised, customer-focused Office Administrator & Service Coordinator to manage the day-to-day front office operations of a growing HVAC business serving customers in the US.

You’ll be the first point of contact for customers, handling inbound calls, coordinating service appointments, managing job schedules, and keeping administrative processes running smoothly. You’ll also support invoicing, daily reporting, warranty claims, rebate registrations, and estimate follow-ups, helping ensure nothing falls through the cracks.

This is a hands-on role for someone who communicates confidently, takes ownership of their work, and can manage competing priorities in a busy service environment. You’ll work with a combination of phone calls, scheduling software, and administrative tasks, allowing the business owner to focus on running and growing the business.

Responsibilities

• Handle inbound customer calls and live transfers from an AI booking assistant, responding professionally and helping customers schedule service appointments.
• Schedule, coordinate, and manage service jobs using ServiceTitan or a similar field service management system.
• Maintain accurate job records, customer information, invoices, and administrative documentation.
• Prepare and submit daily reports on time, ensuring operational information is accurate and up to date.
• Reconcile invoices and follow up on outstanding administrative items to keep records organised.
• Process manufacturer warranty claims and submit utility rebate registrations, ensuring all required documentation is completed correctly.
• Follow up on outstanding estimates and assist with simple email marketing campaigns through the CRM.
• Monitor outstanding tasks and take initiative to ensure customer requests, paperwork, and follow-ups are completed without constant supervision.

Requirements

• At least 3 years of experience in customer service, office administration, service coordination, or a similar role, with experience handling phone calls from US customers.
• Experience in HVAC, home services, trades, or field service businesses is strongly preferred.
• Previous experience with ServiceTitan is a major advantage. Experience with Housecall Pro, Jobber, FieldEdge, or similar job management systems is also valuable.
• Strong administrative skills, with experience in daily reporting, invoice reconciliation, recordkeeping, and maintaining accurate documentation.
• Ability to manage paperwork and follow processes carefully, ideally with experience handling manufacturer warranty claims or utility rebate applications. TVA EnergyRight experience is a bonus.
• Comfortable following up on estimates, communicating with customers, and running basic email marketing campaigns through a CRM.
• Excellent spoken English, with a warm, calm, and professional telephone manner.
• Highly organised, proactive, detail-oriented, and able to manage multiple tasks independently.
• Available to work US Central Time business hours from South Africa.
• Must have a quiet home workspace, reliable fibre internet, and backup power.