General Virtual Assistant: Customer Service

Ottawater is seeking a reliable and customer-focused Virtual Assistant to become the primary customer service, scheduling, and dispatch coordinator for the business.

This role will serve as a key front-line point of contact for customers, handling inbound calls and inquiries, gathering lead information, scheduling plumbing appointments, and coordinating dispatch. The VA will also provide general administrative support to keep the company's front-office operations organized and responsive.

The ideal candidate is comfortable speaking with customers by phone, can remain organized in a fast-moving service environment, and can confidently manage scheduling and coordination tasks with minimal supervision.

• Answer inbound phone calls from potential and existing customers in a professional and helpful manner.
• Collect accurate customer, service, and lead information during calls.
• Enter and maintain customer information in the appropriate systems.
• Make outbound calls for customer follow-ups, appointment coordination, and other business needs.
• Manage email communications and provide general inbox support.
• Respond to customer inquiries through online chat and other communication channels.
• Identify calls or issues that require the owner's attention and route them appropriately.

• Schedule plumbing service appointments based on customer needs and technician availability.
• Coordinate dispatch activities to support efficient routing and timely service.
• Manage the business calendar and maintain accurate appointment information.
• Coordinate changes, cancellations, and scheduling updates as needed.
• Communicate relevant appointment information to customers and plumbers.
• Monitor scheduling requirements and proactively address conflicts or gaps.

• Handle routine day-to-day administrative tasks supporting the plumbing business.
• Maintain accurate customer and operational records.
• Provide general front-office and operational support.
• Keep information, calendars, and administrative records organized and up to date.
• Assist with coordination tasks that help maintain smooth daily operations.

As the business grows, the VA may also:

• Follow up with customers after completed plumbing services.
• Request customer reviews and feedback.
• Maintain and update CRM records, including customer service history and job notes.
• Ensure customer information and job-related records are accurately documented.

Depending on business needs and the VA's capabilities:

• Assist with basic invoicing and billing activities.
• Support payment processing and follow-up for completed jobs.
• Assist with other routine administrative processes related to completed service calls.

• Assist with onboarding and scheduling coordination for newly hired plumbers as the team grows.
• Filter and route escalated customer calls to the owner when appropriate.
• Identify complex customer, vendor, or operational issues that require owner involvement.
• Ensure relevant information is collected before escalating an issue so the owner can address it efficiently.

• Previous experience in customer service, virtual assistance, scheduling, dispatch, administrative support, or a similar role.
• Excellent spoken and written English communication skills.
• Comfortable answering and making phone calls as a regular part of the role.
• Professional, friendly, and confident telephone manner.
• Strong organizational and time-management skills.
• High…