Customer Service & Operations Virtual Assistant

Job Description

Client Industry: Carpet & Rug Cleaning / Home Services

Employment Type: Full-Time

Work Setup: Remote

Client Location: Canada

Salary: PHP45,000/Monthly

Role Summary

We are seeking a full-time Front Office Operations Virtual Assistant to serve as the primary customer service and administrative coordinator for the business.

The Virtual Assistant will work primarily within Jobber to manage routine customer communications, scheduling, quoting, follow-ups, and front-office administration.

The role will help ensure that customer requests are handled consistently, appointments and records remain accurate, and outstanding actions receive appropriate follow-through.

The ideal candidate is highly organized, customer-focused, and comfortable managing multiple priorities in a fast-paced service environment. They should be able to handle routine matters independently using approved processes and escalate complaints, pricing exceptions, and other non-standard situations to management when necessary.

As the role develops, the Virtual Assistant will also support the documentation and improvement of recurring workflows to help maintain consistency across customer service and front-office operations.

Key Responsibilities

Customer Service & Communication

• Answer inbound phone calls and recover missed calls.
• Respond to emails, Jobber requests, and customer inquiries.
• Handle booking requests, rescheduling, and routine service-related questions.
• Coordinate customer communications relating to rug pickup and delivery.
• Process routine payment and invoice follow-ups.
• Escalate complaints, pricing exceptions, and other non-standard situations to management when necessary.

Scheduling & Jobber Management

• Schedule and reschedule jobs within Jobber.
• Prepare standard residential quotes using approved pricing.
• Maintain accurate customer records and job notes.
• Update appointments, service information, and customer history.
• Monitor outstanding quotes, callbacks, invoices, and future follow-ups.
• Ensure Jobber remains accurate and up to date.

Administrative & Operations Support

• Organize customer documentation and digital records.
• Coordinate routine daily front-office workflows.
• Track outstanding action items and customer commitments.
• Maintain and update assigned Standard Operating Procedures (SOPs).
• Support day-to-day administrative activities across the office.
• Help ensure routine customer requests and follow-ups are appropriately tracked and completed.

CRM & Process Management

• Utilize Jobber as the primary operational system.
• Maintain clean and accurate customer and job data.
• Support routine reporting and workflow tracking.
• Assist with documenting and improving operational processes.
• Help maintain consistency across customer service and scheduling activities.

Technology & Continuous Improvement

• Work effectively within Jobber, Google Workspace, Google Drive, and other approved business systems.
• Utilize approved AI tools to improve efficiency where appropriate.
• Follow documented security procedures, confidentiality requirements, and access controls.
• Support ongoing process improvements and future automation initiatives.
• Adapt to new tools, workflows, and operational requirements as needed.

Core Requirements

• Previous experience in customer service, administrative support, front-office operations, scheduling, dispatch, or a similar coordination role.
• Strong written and spoken English communication skills.
• Excellent customer service and telephone communication abilities.
• Strong organizational and time management skills.
• Ability to manage multiple customer requests, appointments, and follow-up requirements simultaneously.
• Strong attention to detail and commitment to maintaining accurate records.
• Ability to follow established procedures while recognizing situations that require escalation.
• Strong problem-solving and critical-thinking skills.
• Comfortable working independently in a remote environment.
• Proactive approach to tracking outstanding tasks and following through on commitments.
• Professional communication style when interacting with customers.
• Ability to handle confidential customer and business information professionally.
• Reliable internet connection and suitable remote work setup.

Technical Skills

Required

• Jobber (equivalent tool will be considered)
• Google Workspace
• Microsoft Office
• Google Sheets / Excel
• Email and calendar management
• Cloud file storage and document organization
• Basic internet research
• Ability to learn and work within CRM and business management platforms
• Basic familiarity with AI productivity tools such as ChatGPT or similar approved platforms.

Strong Advantage

• Customer relationship management (CRM) platforms
• Field-service management or home-service software
• Customer service phone systems or VoIP platforms
• Appointment scheduling and dispatch coordination
• Quoting and estimate preparation
• Invoice and payment follow-up processes
• Workflow automation tools
• SOP creation and process documentation
• AI productivity and automation tools

Nice-to-Have

• Previous experience supporting a carpet cleaning, rug cleaning, restoration, home services, or similar service-based business.
• Direct experience using Jobber.
• Experience in a customer-facing front-office, dispatcher, or service coordinator role.
• Experience coordinating service appointments, technicians, pickups, or deliveries.
• Experience preparing standard quotes or estimates using approved pricing structures.
• Experience handling routine invoice and payment follow-ups.
• Experience managing a high volume of customer inquiries across phone, email, and business management platforms.
• Experience creating or maintaining SOPs and process documentation.
• Experience supporting operational improvements or workflow automation initiatives.
• Experience working with Canadian or North American customers.

Work Ethic & Behavioral Expectations

• Demonstrates professionalism, reliability, and consistency in day-to-day work.
• Communicates clearly and professionally with customers and management.
• Takes ownership of assigned responsibilities and follows through on commitments.
• Maintains a calm and organized approach when managing multiple priorities or time-sensitive customer requests.
• Handles routine matters independently while recognizing when management direction is required.
• Escalates complaints, pricing exceptions, and non-standard situations appropriately.
• Maintains accurate records and seeks clarification when information is incomplete or uncertain.
• Respects confidentiality, customer privacy, and established security procedures.
• Demonstrates a willingness to learn the Client's business, systems, and preferred ways of working.
• Contributes to improving processes and documentation as familiarity with the role develops.
• Remains adaptable as customer needs, systems, and operational priorities evolve.
• Uses approved tools and systems responsibly, including approved AI tools where applicable.

Success Metrics

First 30 Days

• Develop a strong understanding of the Client's business, services, customers, and core front-office workflows.
• Become familiar with Jobber and other relevant business systems.
• Understand the role's key responsibilities, priorities, and escalation procedures.
• Begin handling assigned tasks and customer interactions with increasing confidence and independence.
• Establish effective communication and working relationships with the Client and relevant stakeholders.

Within 90 Days

• Independently manage core responsibilities and routine front-office activities.
• Demonstrate a strong understanding of the Client's preferred workflows, priorities, and ways of working.
• Consistently maintain organized and accurate work across assigned systems and responsibilities.
• Exercise appropriate judgment when handling routine matters and escalating exceptions.
• Become an increasingly reliable and effective member of the Client's operational team.
• Identify opportunities to improve efficiency, organization, or process consistency.

Ongoing Success

• Deliver assigned responsibilities reliably and professionally.
• Maintain strong standards of communication, organization, and attention to detail.
• Support consistent and effective customer service and front-office operations.
• Continue developing familiarity with the Client's business and operational requirements.
• Adapt to evolving priorities, processes, and business needs.
• Contribute to process improvement and operational efficiency where appropriate.
• Meet role-specific performance expectations established by the Client.