Customer Service & Operations Administrator | US Hours
我们在美国的客户正在寻找一个有组织，专注于客户的办公室管理员和服务协调员来管理日复一日的前台运营。你将是客户的第一点接触，处理接入电话，协调服务约会，管理工作时间表，并保持行政流程顺利运行。你还将支持发票，日常报告，保证索赔，折扣登记和估计后续，帮助确保没有任何事情都不会发生破裂。这是一个对自己自信的沟通，负责工作的人和在繁忙的服务环境中管理竞争优先事项的人。你将使用电话调用，计划软件和行政任务组合工作，使业务主能够专注于运营和发展业务。责任 · 处理客户接入电话和 AI 预订助理的直播转移，专业地响应并帮助客户安排服务约会。· 使用 Titan 或类似的现场服务管理系统来安排，协调和管理服务工作。· 准确地记录工作，客户信息，账单和行政文件。· 及时编制并提交每日报告，确保运营信息是准确的和最新的。· 调整账单和追踪未完成的管理项目以保持记录组织。· 处理厂商保证要求和提交公用事业折扣登记，确保所有所需的文档正确完成。· 通过 CRM 跟踪未完成估计和协助简单的电子邮件营销活动。· 监控未完成任务并采取主动措施以确保客户请求，文件和后续程序在不持续监督的情况下完成。要求 · 在客户服务，办公管理，服务协调或类似职位方面至少有3年的经验。• 在 HVAC,家庭服务，贸易或现场服务业务中拥有经验是最好的。· 与 ServiceTitan 前 experience 是一个主要优势。Housecall Pro,Jobber,FieldEdge 或其他类似的工作管理系统的经验也很宝贵。· 有强大的行政技能，具有日常报告，发票调整，记录和保持准确文档方面的经验。·
查看英文原文
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.
Originally posted on Himalayas