• Answer incoming customer calls professionally and efficiently. • Contact customers to provide updates on service appointments and job progress. • Handle customer enquiries, concerns, and escalations with professionalism. • Source HVAC parts by contacting suppliers and vendors to locate required inventory. • Assist with billing-related administrative tasks. • Maintain accurate customer records within the CRM system. • Support the office with a variety of administrative duties as required. • Work closely with internal teams to ensure excellent customer service and smooth operations.

• Provide technical support for customers, including troubleshooting issues, guiding users on product functionality, and coordinating repair or replacement processes • Deliver customer support and accurate documentation while following compliance and support procedures.

• First point of contact for customers in 1st-level support • Assist with hardware and software inquiries — by phone and in writing • Analyze technical issues • Document all support requests in the ticketing system • Support and maintain IT systems such as POS systems, routers, and PCs

• Monitors internal and external reports and take specific actions based on the information • Responds to client correspondence and email request for information • Maintains provider information • Re-prices claims using client contracts and systems • Creates, documents, and modifies processes for new and existing clients as needed • Participates in special ad hoc projects and program initiatives as assigned • Contributes to team effort by completing assigned projects on time • Receives feedback and adjusts work priority as necessary • Performs other duties as assigned