Customer Scheduling & Program Support Virtual Assistant

This is a fully remote position, open to applicants in New York.

📋 Description

• Contact newly assigned customers to arrange initial energy audits.

• Clarify the EmPower+ process utilizing client-supplied information.

• Organize approximately 2–3 visits daily, depending on technician availability.

• Schedule appointments with consideration of travel distances and geography throughout downstate New York.

• Confirm appointments and perform reminder calls.

• Reschedule visits as necessary.

• Escalate technical inquiries from customers to the relevant team member.

• Follow up on unsigned contracts and any required documentation.

• Assist customers with basic electronic signature inquiries.

• Dispatch approved SMS messages and follow-up communications.

• Remind customers of upcoming visits and necessary preparation.

• Monitor outstanding customer actions until completion.

• Operate from automatically generated tasks within Zoho CRM.

• Record notes and update customer information.

• Create follow-up tasks as needed.

• Maintain precise appointment and project records.

• Review records for any missing information.

• Ensure assigned customer tasks progress throughout the workday.

• Provide remote business support services to a New York-based energy-efficiency installation firm serving customers through New York State's EmPower+ program.

⛳️ Requirements

• Prior experience in customer service, scheduling, call center, account support, or administrative roles is necessary.

• Strong verbal communication skills are essential.

• Experience with CRM systems is required.

• Experience in appointment scheduling and follow-up is highly preferred.

• Excellent data entry and documentation abilities.

• Familiarity with U.S.-based consumers is strongly preferred.

• Experience in construction, energy efficiency, home services, or government programs is advantageous but not mandatory.

• Strong geographical knowledge of New York City and the capability to efficiently plan appointments.

• Excellent spoken English skills.

• A solid background in customer service.

• Patience combined with the ability to communicate firmly when necessary.

• Comfortable interacting with a diverse range of customer personalities.

• Strong habits in follow-up and scheduling.

• Highly reliable and consistent.

• Ability to work independently from CRM-generated tasks.

• Organized and detail-oriented.

• Willingness to learn about a government-funded program and basic construction terminology.

• Proficiency in Zoho CRM is required.

• Familiarity with client-provided VoIP/dialer systems is necessary.

• Knowledge of SMS/messaging tools is essential.

• Understanding of calendar and scheduling systems is required.

• Proficiency in Microsoft Office or Google Workspace is necessary.

• A native or near-native English accent is required.

• Availability for 40 contracted hours per week, Monday through Friday, from 9:00 AM to 5:00 PM EST.

🏝️ Benefits

• Competitive compensation rates.

• Weekly payment schedule.

• Various open positions available.

• Complimentary training and skill development.

• Ongoing support and guidance.

• A vibrant community that is always ready to assist.

• Engagement as an independent contractor under a Master Services Agreement and Statement of Work.