Virtual Assistant – Home Services Operations

This position requires someone who can take ownership of their responsibilities, work independently, communicate confidently with customers, and use good judgment without needing constant direction. The ideal candidate has experience with Jobber or a similar field-service CRM and understands the fast-paced nature of a home-services business.

This is a full-time position working during Eastern Time business hours.

CRM and Job Management

• Enter, update, and maintain accurate customer, job, and sales information in Jobber

• Create and update customer profiles, job records, notes, appointments, and follow-up activities

• Track leads as they move through the sales and service pipeline

• Monitor open estimates, pending jobs, customer requests, and incomplete follow-ups

• Keep CRM records organized, current, and free of duplicate or incomplete information

• Assist with scheduling, rescheduling, and coordinating service appointments

• Help generate basic reports on leads, jobs, sales activities, and performance

• Identify overdue tasks or missed follow-ups and take appropriate action

Customer Service and Communication

• Answer inbound calls and respond professionally to customer questions

• Communicate with customers through phone, email, text, and other approved channels

• Assist customers with scheduling, appointment updates, and general service information

• Follow up with customers regarding estimates, appointments, incomplete requests, and service needs

• Maintain a professional, helpful, and consistent customer experience

• Document all important customer communication accurately in the CRM

• Escalate urgent, technical, or sensitive concerns to the appropriate team member

• Respond to customer concerns with patience, sound judgment, and a solution-focused approach

Sales and Lead Follow-Up

• Contact new and existing leads through outbound calls, email, and text

• Follow up on open estimates and unconverted opportunities

• Maintain consistent communication with prospects throughout the sales process

• Help re-engage previous customers and inactive leads

• Track the status and outcome of every follow-up attempt

• Identify opportunities for additional services when appropriate

• Support cold-calling and other outbound business-development efforts

• Help ensure leads are not lost because of delayed or incomplete follow-up

Social Media and Marketing Support

• Schedule pre-approved posts and updates across social media platforms

• Monitor messages, comments, mentions, and other audience activity

• Provide timely, professional, and on-brand responses when appropriate

• Assist with responding to online reviews and general customer feedback

• Create and edit simple graphics, promotional materials, and social media content

• Support basic marketing campaigns and customer outreach

• Maintain consistency in the company’s brand voice and visual presentation

• Proofread content before publication to ensure accuracy and professionalism

• Track basic engagement and campaign activity when requested

Administrative and Operational Support

• Maintain organized digital records, spreadsheets, documents, and calendars

• Track outstanding tasks and follow through until they are completed

• Assist with internal communication and coordination between team members

• Help document processes and improve recurring workflows

• Identify operational gaps and recommend practical solutions

• Prioritize responsibilities based on urgency and business impact

• Take initiative when tasks require attention instead of waiting to be directed

• Support additional administrative and operational needs as the business grows

Leadership and Ownership

• Take responsibility for assigned workflows and ensure nothing falls through the cracks

• Communicate proactively about delays, concerns, and incomplete information

• Help coordinate tasks and follow up with other team members when needed

• Demonstrate leadership, accountability, and strong decision-making

• Use common sense and good judgment when handling unfamiliar situations

• Look for ways to improve organization, customer service, and team efficiency

• Work independently while remaining responsive and collaborative

Required Qualifications

• Previous experience as a Virtual Assistant, Administrative Assistant, Operations Assistant, or similar remote professional

• Experience supporting a home-services, field-service, or appointment-based business

• Experience using Jobber or a comparable CRM or field-service platform

• Strong spoken and written English

• Excellent customer-service and phone communication skills

• Experience communicating directly with customers

• Strong organizational and time-management abilities

• Ability to prioritize independently and meet deadlines

• High attention to detail and accurate data-entry skills

• Strong follow-through and personal accountability

• Self-motivated, adaptable, dependable, and comfortable taking initiative

• Ability to solve routine problems using good judgment and common sense

• Reliable internet connection and a professional remote workspace

Technical Proficiency

Candidates should be comfortable using:

• Jobber or similar CRM and field-service software

• Facebook, Instagram, and other social media platforms

• Canva or similar basic graphic-design tools

• Google Workspace or Microsoft Office

• Spreadsheets, calendars, email, and shared documents

• Internal communication tools such as Slack or similar platforms

• Phone, text, and customer-communication systems

Preferred Qualifications

• Previous experience working with a garage-door, HVAC, plumbing, electrical, construction, or other home-services business

• Cold-calling or outbound sales experience

• Lead nurturing and sales-pipeline management experience

• Social media management or digital-marketing experience

• Basic graphic-design or content-creation experience

• Experience responding to online reviews

• Team leadership, task coordination, or workflow-management experience

Ideal Candidate

The ideal candidate is experienced, intelligent, resourceful, and dependable. They communicate clearly, learn quickly, and understand how to move work forward without requiring constant supervision. They are comfortable speaking with customers, managing a CRM, supporting marketing efforts, and taking ownership of a broad range of responsibilities.

This role is best suited for someone who notices what needs to be done, takes action, and follows through until the work is complete.

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