Admin & Customer Service Specialist | Remote - US. EST Hours

ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company. We are not a recruitment agency—we partner with leading international businesses, providing dedicated remote professionals who become an extension of our clients' teams. Our client is a well-established heating and cooling (HVAC) company based in New Jersey, USA , and they are looking for an experienced Admin & Customer Service Specialist to join their growing office support team. If you thrive in a fast-paced environment, enjoy solving problems, and are passionate about delivering exceptional customer service, we'd love to hear from you! PLEASE NOTE: Working Hours: Monday – Friday | 8:45 AM – 5:45 PM EST (2:45 PM – 11:45 AM South African time – subject to daylight savings). Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA). Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered. Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered. Work Environment: Fully remote. Job Responsibilities: 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. Requirements: Minimum 2 years' experience in customer service and administration. Experience working for a service-based business (home services, maintenance, repairs, trades, logistics, or similar). Excellent verbal and written English communication skills. Strong customer service and conflict resolution abilities. Excellent problem-solving and critical thinking skills. Highly organised with exceptional attention to detail. Able to multitask and work effectively in a fast-paced environment. Comfortable making outbound calls to customers and suppliers. Proficient in Microsoft Office and Outlook. Experience using CRM systems. Experience within the HVAC, heating and cooling, plumbing, electrical, or similar trade industry will be highly advantageous. Experience with Simpro CRM is beneficial but not essential. If you are not contacted within 14 working days, please consider your application unsuccessful.