Customer Service & Operations Administrator | US Hours

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.