VIP Customer Service & Representative Support Specialist

Pay: $20 to $28 per hour, depending on experience

Schedule:

Monday to Friday, 9:00 AM to 5:00 PM

Location:

Superior Ave, Cleveland, Ohio

Employment Type:

Full-time, on-site

We are seeking a polished, friendly, highly organized, and dependable VIP Customer Service representative to join our growing HVAC company.

In this role, you will serve as the primary point of contact for our representative firms and sales representatives across North America. You will provide responsive, professional, and proactive support while coordinating with multiple internal departments to ensure every inquiry is handled accurately and followed through to completion.

This position is ideal for someone who enjoys building strong professional relationships, takes ownership of their responsibilities, communicates confidently, and is committed to providing a high level of service.

• Serve as the main point of contact for representative firms and sales representatives across North America.
• Build and maintain strong relationships through regular communication, proactive outreach, and consistent follow-up.
• Respond professionally to inquiries received by phone, email, CRM, company portals, and other communication channels.
• Coordinate requests involving pricing, quotations, product information, technical documentation, marketing materials, training, onboarding, orders, and operational matters.
• Act as the liaison between representatives and internal departments, including Sales, Customer Service, Technical Support, Marketing, Operations, Finance, Supply Chain, and Project Management.
• Take ownership of representative inquiries from initial contact through final resolution.
• Escalate complex matters to the appropriate department while continuing to monitor progress and keep the representative informed.
• Support quotation, estimate, pricing, and order-validation activities in accordance with company procedures.
• Maintain accurate records of communications, requests, follow-up actions, ticket activity, and account information in the CRM and other company platforms.
• Assist with the onboarding and training of new representative firms and sales representatives.
• Help coordinate webinars, customer visits, regional meetings, trade shows, product introductions, and other representative engagement initiatives.
• Identify recurring issues, workflow challenges, and opportunities to improve representative support and operational efficiency.
• Provide cross-functional support across related customer service and concierge functions as needed.
• Assist with additional projects and operational responsibilities assigned by management.

• Excellent written and verbal communication skills.
• Professional, warm, and confident phone and email etiquette.
• Strong attention to detail, organization, and accuracy.
• Ability to manage multiple inquiries and priorities in a fast-paced environment.
• Reliable, responsible, and committed to following through on every request.
• Strong problem-solving skills and the ability to coordinate across multiple departments.
• Experience with CRM systems, ticketing platforms, Google Workspace, or similar business tools is preferred.
• Previous experience in customer service, sales support, account coordination, representative relations, office administration, or operations is an advantage.
• Experience in the HVAC, manufacturing, construction, or technical-services industry is preferred but not required.

The ideal candidate is someone who:

• Treats every representative and customer like a VIP.
• Takes ownership instead of waiting to be reminded.
• Communicates proactively and keeps people informed.
• Remains calm, helpful, and professional in a busy environment.
• Builds strong working relationships with…