General Virtual Assistant: Customer Service

Client Industry: Plumbing Services

Employment Type: Full-Time

Work Setup: Remote

Client Location: Ottawa, Canada

Salary: 40k/Monthly

Time Zone: 8:00am-5:00pm Mon-Fri (Eastern Time)

Job Description

Role Summary

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.

Key Responsibilities
Customer Service & Communication

• 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.

Scheduling & Dispatch

• 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.

Administrative & Office Support

• 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.

Customer Follow-Up & CRM

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.

Billing & Business Support

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.

Team & Escalation Support

• 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.

REQUIREMENTS
Core Requirements

• 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 attention to detail when recording customer information and scheduling appointments.
• Able to manage multiple conversations, appointments, and administrative tasks without losing track of details.
• Comfortable working independently and following through on tasks without constant supervision.
• Reliable and responsive, particularly when handling customer inquiries and scheduling matters.
• Able to remain calm and professional when dealing with frustrated customers or changing schedules.

Technical Skills

Required or Strong Advantage

• Experience using CRM or customer management systems.
• Experience with scheduling or calendar management tools.
• Proficiency 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 strong advantage.

Nice-to-Have

• Previous experience in a plumbing, HVAC, electrical, construction, home services, or other field-service business.
• Previous dispatch or service coordination experience.
• Experience working with technicians or field-service teams.
• Experience handling customer inquiries for home-service businesses.
• Familiarity with invoicing, billing, or payment processing.
• Experience with review-generation or customer follow-up processes.
• Experience supporting the onboarding of field technicians or service personnel.

Work Ethic & Behavioral Expectations

• Customer-focused — treats every customer interaction professionally and understands the importance of a positive first impression.

• Organized — keeps appointments, customer information, communications, and follow-ups accurately tracked.
• Responsive — understands that missed calls and delayed responses can directly affect revenue.
• Calm under pressure — able to handle multiple incoming requests and scheduling changes without becoming overwhelmed.
• Proactive — follows up on outstanding items rather than waiting to be reminded.
• Detail-oriented — particularly when entering customer information and coordinating appointments.
• Dependable — can be trusted to manage the front-office workflow consistently.
• Clear communicator — knows when to resolve an issue independently and when to escalate it to the owner.

Success Metrics

First 30 Days

• Become familiar with the company's services, customer communication processes, scheduling workflow, and dispatch procedures.
• Consistently answer and document customer inquiries accurately.
• Learn the company's calendar, CRM, and other core systems.
• Successfully manage routine appointment scheduling with appropriate guidance.

Within 90 Days

• Independently manage inbound customer calls and routine inquiries.
• Reliably coordinate plumbing appointments and dispatch activities.
• Maintain accurate customer and scheduling information.
• Proactively follow up with customers and outstanding administrative tasks.
• Reduce the owner's involvement in routine customer service and scheduling matters.

Ongoing Success

• Customer calls and inquiries are answered promptly and professionally.
• Plumbing appointments are scheduled accurately and efficiently.
• Dispatch and calendar information remains organized and current.
• Customers receive timely communication before and after service.
• Routine administrative issues are handled without unnecessary owner involvement.
• Escalated issues reach the owner with the relevant information already gathered.
• The owner can focus on growing the plumbing operation rather than managing day-to-day front-office coordination.