Customer Support Advocate
Capstone Mechanical · Portsmouth, NH, USA · remote
Join Capstone Mechanical as a Customer Support Advocate (CSA)
Location: Remote (Must reside in our service territory: AL AZ, CT, FL, GA, KY, ME, MA, MI,
NH, NJ, NY, NC, OH, PA, RI, SC, TN, VA, WV)
Schedule: Full-Time | Monday–Friday (Optional on-call rotation with additional stipend)
Looking to grow your career in a team that values support, collaboration, and development?
At Capstone Mechanical, we believe that empowered team members create exceptional customer experiences. If you're looking for a company where you can thrive professionally, make a meaningful impact, and support your team’s success, this may be the perfect fit for you.
We’re currently seeking a Customer Support Advocate (CSA) to join our growing remote team. This is a great opportunity for someone who is detail-oriented, customer-focused, and ready to contribute to both the internal team and client success.
About Capstone Mechanical
Since 2011, Capstone has delivered exceptional commercial HVAC/R service, maintenance, and installation to some of the nation’s top brands. Our mission is to build meaningful relationships - with our customers and with each other - by operating with care, transparency, and excellence.
Why You’ll Love Working with Us
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Great Place to Work® Certified
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Culture rooted in trust, transparency, and growth
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Remote flexibility with collaborative team support
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Direct contribution to business results and team performance
What You’ll Accomplish
As a Customer Support Advocate, you will play a critical role in ensuring smooth operations and excellent customer service. Your day-to-day responsibilities will include:
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Manage customer board and coordinate communication between customers, technicians, and team members in a timely manner
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Actively listen to customer's concerns, inquiries, and feedback and provide accurate and timely information to the appropriate team members to address customer needs
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Collaborate with other team members to ensure efficient resolutions for the customer
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Escalate unresolved issues to appropriate team members
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Using technology to drive communication, efficiency, and cost savings
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Develop a deep understanding of our services and customers and stay informed of ongoing changes
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Proactively identify trends in customer issues and collaborate with teams to implement preventative measures
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Identifying opportunities to improve service quality and reduce costs
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Participating in special projects aligned with your strengths and development goals
What We’re Looking For
You may be a great fit if you are:
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Customer-Focused – You care about delivering a great experience
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Team-Oriented – You thrive when supporting and collaborating with others
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Organized & Detail-Oriented – You manage time well and stay on top of tasks
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Flexible & Proactive – You can juggle priorities and spot opportunities for improvement
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Accountable – You own your work and follow through consistently
Basic Requirements:
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High School Diploma or Equivalent; Postsecondary Education Preferred
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2–4 years of experience in customer service, administration, or a related field
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Proficiency with Microsoft Office Suite
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Ability to thrive in a remote work environment
Our Benefits & Perks
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Competitive Hourly Compensation ($22-$27/hr., depending on experience)
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Remote Work Flexibility
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PTO, Holidays, and Parental Leave
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Health, Dental, and Vision Insurance
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Wellness Program with premium discounts
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100% Company-paid Short & Long-Term Disability + $25K Life Insurance
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Additional Life Insurance Options for member, spouse, and children
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401(k) with 3% Employer Contribution
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Bi-Annual Bonus Program
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Free Financial Advising
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Employee Assistance Program for mental, financial, and legal support
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Personal and Professional Development Opportunities
Ready to build your career with a company that invests in you?
Apply today and be part of something meaningful.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER
Capstone Mechanical is an equal employment opportunity employer. We comply with all applicable federal, state, and local laws in providing our employees and applicants with equal opportunity. Our decisions and criteria governing the employment relationship with all employees are non-discriminatory and are based on job requirements and an individual’s skills and experience without regard to race, creed, color, gender (including pregnancy), religion, age, sexual orientation, marital status, national origin, veteran status, disability, gender identity or expression, or any other status protected by state or federal law. It is our intent that such factors shall not be a consideration for any of the following: employment, retention, promotion, recruitment or recruitment advertisement, rates of pay or other forms of compensation, administration of benefits, selection for job or management training, and demotion or separation. All matters related to employment are based upon the ability to perform the job, plus dependability and reliability once hired.