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Customer Service Virtual Assistant – Full-Time Remote in Canada

Provide customer service, plumbing appointment scheduling, dispatch coordination, and administrative support for an Ottawa-based plumbing company.

CACanada
40.000 ₱ / lună
RemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăAsistență clienți

Descriere

  • Respond to incoming calls from prospective and current customers
  • Record and update customer, service, and lead details accurately
  • Place follow-up calls and coordinate customer appointments
  • Oversee email, inbox, online chat, and other customer communication channels
  • Recognize matters needing the owner's attention and direct them appropriately
  • Book plumbing appointments according to customer requirements and technician availability
  • Coordinate dispatch to support efficient routes and prompt service
  • Maintain the company calendar and keep appointment details current
  • Process cancellations, changes, and other scheduling adjustments
  • Share appointment details with customers and plumbers
  • Review scheduling needs and resolve potential conflicts or coverage gaps
  • Complete routine administrative work for the plumbing operation
  • Keep customer and operational records accurate and up to date
  • Contact customers after plumbing work has been completed
  • Request customer reviews and service feedback
  • Update CRM entries with service histories and job notes
  • Support basic invoicing, billing, payment processing, and completed-job follow-up when needed
  • Help coordinate onboarding and schedules for newly hired plumbers
  • Screen escalated customer calls and direct them to the owner
  • Collect pertinent details before escalating complex customer, vendor, or operational matters

Cerințe

  • Prior experience in customer service, virtual assistance, scheduling, dispatch, administration, or a comparable position
  • Strong spoken and written English communication abilities
  • Willingness to handle phone calls regularly, both incoming and outgoing
  • Polished, approachable, and assured telephone presence
  • Excellent organization and time-management abilities
  • Careful attention to detail when entering customer information and arranging appointments
  • Ability to track several conversations, appointments, and administrative duties simultaneously
  • Self-directed work style with dependable task follow-through
  • Reliable and responsive when managing customer questions and scheduling needs
  • Professional composure when assisting frustrated customers or adapting to schedule changes
  • Experience working with CRM or customer management software
  • Background using scheduling or calendar management tools
  • Proficiency with email and digital communication platforms
  • Comfort working with spreadsheets and basic administrative tools
  • Experience with dispatch, field-service, or appointment-management software is an advantage
  • Experience in plumbing, HVAC, electrical, construction, home services, or another field-service environment is preferred
  • Prior dispatch or service coordination experience is preferred
  • Experience collaborating with technicians or field-service teams is preferred
  • Background handling customer questions for home-service companies is preferred
  • Familiarity with invoicing, billing, or payment processing is preferred
  • Experience with review requests or customer follow-up workflows is preferred
  • Experience assisting with onboarding field technicians or service staff is preferred

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