Receptionist and Customer Service VA with Phone Handling Experience for Paola

Receptionist and Customer Service VA with Phone Handling Experience for Paola

I’m Rhino Julie, and I LOVE building super teams to service our clients' needs.

If you love a challenge, love problem solving, love working with others (and also love working by yourself LOL), and it makes you happy when you overdeliver for clients, I want you on my team

My promise to you:

*I provide a FUN working environment.

*We are constantly learning new things.

*We are a team who wants to be the best at what we do, which means you have the BEST teammates.

*I ALWAYS pay on time.

*I treat all of my team members with respect and love.

Client Overview:

Paola is a wonderful entrepreneur with a growing team, and she is looking for an awesome unicorn to be the friendly first voice her customers hear. This unicorn will be the front line for incoming calls and messages, making sure every lead and customer gets a quick, professional response.

Client Requirements:

Must be able to work any 4-hour block, Monday to Friday, between 8am to 5pm Pacific Time (US)

Must be able to work 20 hours weekly, with potential to increase to full-time based on performance

Must have strong written and verbal communication

Highly organized, detail-oriented, proactive, and able to manage multiple priorities independently

Must have experience working for a company in the US

Could come with some CRM experience, not necessarily ServiceTitan service.

Must show a growth mindset, actively seek training, continuously improve, and take initiative to become more valuable to the team.

Must have experience in any of the trades in construction

Must be open to using an Americanized name for smoother, faster communication with contractors over the phone.

Must be a good listener with a warm, friendly phone presence who keeps calls concise and efficient

Responsibilities/Tasks:

Must-Have Experience (Responsibilities You Must Be Proficient In):

These are the tasks the VA needs to handle independently and confidently from day one:

Answer and route inbound calls

Speak with homeowners, contractors, and prospects in a clear, professional manner

Follow structured call scripts to keep every conversation clear and on track

Gather complete service call intake details and key customer/job information quickly and accurately

Handle basic service inquiries and appointment-related questions

Respond to text messages, emails, and website/chat inquiries clearly and in real time

Confirm appointments and send reminders

Help ensure that no incoming lead or customer communication falls through the cracks

Scheduling & Coordination Support

Help communicate job timing updates between office and field technicians

Notify customers if technicians are running late

Coordinate basic job flow updates

Schedule service calls based on priority and technician availability

Maintain accurate ServiceTitan notes

Monitor schedule flow and adjust as needed

Message Technicians for next day schedules

Use CRM system (ServiceTitan) to view and update customer profiles

Enter new prospect and customer information into ServiceTitan

Log calls, notes, and interactions properly

Pull up customer/job information during calls

Work within integrated phone/CRM systems

Maintain organized digital job files

Support internal coordination between office and field teams

Tech & Productivity Tools Usage

Work within structured SOPs, scripts, and documented workflows

Maintain productivity expectations during scheduled working hours

Nice-to-Have Experience (Responsibilities You Can Learn Over Time):

These tasks are valuable but can be trained on the job:

Use ChatGPT or templates to support writing responses

Track ongoing jobs and customer details