Customer Support Specialist

JOB TITLEOperations & Customer Support SpecialistJOB IDDEBMIC1INDUSTRYPlumbing ServicesLOCATIONLATAMJOB STATUSFull TimeWORK SCHEDULE8am-5pm ESTSALARY$7 to $9TARGET START DATEASAPROLE OVERVIEWAbout the Client:The Client owns and operates a small plumbing and drain business. The firm is focused on providing honest, truthful, and empathetic service to customers who are often calling in urgent or stressful situations. The owner is seeking an organized, reliable, and autonomous VA to manage critical day-to-day operations and finances, supporting two business units simultaneously.About the Role:We are seeking a versatile and resourceful Full-Time Operations & Customer Support Specialist. This individual will be the administrative and financial hub for the company, ensuring smooth and organized workflows. The role requires an independent learner who is comfortable dealing with customer urgency and acting autonomously on delegated tasks.Key ResponsibilitiesCustomer Communications & Scheduling (The Empathetic Front Line)Customer Inquiry Management: Answer all customer inquiries via phone, text, and email.Scheduling: Manage calendars and schedule appointments.High-Stakes Communication: Communicate with customers in an empathetic and professional manner during urgent service situations (e.g., flooding, broken pipes).Job Detail Management: Clearly communicate necessary information from the customer to the plumber (e.g., nature of the problem, exact location of the leak) to prevent the technician from showing up unprepared.Financial and Administrative OperationsAccounts Receivable (A/R): Handle invoicing and accounts receivable , including tracking and following up on outstanding payments.Data Management: Manage and update customer information and sales pipelines in the CRM (Housecall Pro or similar).General Admin: Provide general administrative support , including documentation, data entry, and proactive follow-ups.Qualifications & SkillsSoft Skills & MindsetAutonomy & Proactivity: Must be able to act autonomously and work with an independent, problem-solving mindset.Empathy & Composure: Must communicate with customers in an empathetic and professional manner during urgent service situations.Organizational Focus: Strong organizational and multitasking abilities are mandatory to manage workflows for two business units.Commitment: Must be a fast learner who is willing to learn and adapt to business-specific tools and processes quickly.Team Player: Proven ability to work closely with internal teams and support leadershipTechnical & Hard SkillsCommunication: Excellent English communication skills (written and verbal) are mandatory.Financial Administration: Proven ability to handle accounts receivable and invoicing, including tracking and following up on payments.CRM Proficiency: Experience using CRM platforms (Housecall Pro experience is a plus, but not required).Office Productivity: Proficient with spreadsheets (e.g., Excel) and online collaboration platforms (e.g., Google Workspace, Slack).Experience: Prior experience as a Virtual Assistant or in a similar administrative/support role.