General Virtual Assistant – Customer Service

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

📋 Description

• Respond to incoming phone calls from both potential and existing customers.

• Accurately gather and maintain customer, service, and lead information.

• Conduct outbound calls for follow-ups and to coordinate appointments.

• Oversee email communications, provide inbox support, manage online chat, and handle other communication channels.

• Identify and direct calls or issues needing the owner's attention.

• Arrange plumbing service appointments according to customer requirements and technician availability.

• Coordinate dispatch operations for efficient routing and timely service delivery.

• Manage the business calendar and ensure accurate appointment details are maintained.

• Oversee changes, cancellations, and updates to scheduling.

• Relay appointment details to customers and plumbers.

• Monitor scheduling needs and proactively resolve conflicts or gaps.

• Handle routine administrative duties to support the plumbing business.

• Keep precise customer and operational records.

• Follow up with customers after plumbing services are completed.

• Solicit customer reviews and feedback.

• Maintain CRM records, including service history and job notes.

• Assist with basic invoicing, billing, payment processing, and follow-ups for completed jobs as necessary.

• Help with onboarding and scheduling coordination for newly hired plumbers.

• Filter and redirect escalated customer calls to the owner.

• Collect relevant information prior to escalating complex issues involving customers, vendors, or operations.

⛳️ Requirements

• Prior experience in customer service, virtual assistance, scheduling, dispatch, administrative support, or a related role.

• Exceptional spoken and written English communication abilities.

• Comfortable with both answering and making phone calls regularly.

• Professional, friendly, and confident demeanor on the phone.

• Strong organizational and time-management capabilities.

• High attention to detail when documenting customer information and scheduling appointments.

• Ability to manage multiple conversations, appointments, and administrative tasks while keeping track of details.

• Comfortable working independently and completing tasks without constant oversight.

• Dependable and responsive, especially when addressing customer inquiries and scheduling issues.

• Able to maintain composure and professionalism when interacting with frustrated customers or adapting to changing schedules.

• Familiarity with CRM or customer management systems.

• Experience using scheduling or calendar management tools.

• Proficient with email and online communication platforms.

• Comfortable working with spreadsheets and basic administrative systems.

• Experience with dispatch, field-service, or appointment-management software is a significant advantage.

• Previous experience in plumbing, HVAC, electrical, construction, home services, or other field-service sectors is desirable.

• Background in dispatch or service coordination is a plus.

• Familiarity with working alongside technicians or field-service teams is a benefit.

• Experience in handling customer inquiries for home-service businesses is advantageous.

• Knowledge of invoicing, billing, or payment processing is preferred.

• Experience with customer follow-up processes or review generation is a plus.

• Previous support of onboarding field technicians or service personnel is beneficial.

🏝️ Benefits

• Competitive compensation package.

• Opportunities for professional development and growth.

• Supportive and collaborative work environment.

• Flexible scheduling options.

• Health and wellness benefits.