Virtual Assistant Bilingual English

Virtual Assistant

EO Staff is a Virtual Assistant agency that empowers entrepreneurs, executives, and fast-growing teams with top-tier remote support. Our rigorous vetting process ensures we match clients with high-performing assistants who are proactive, reliable, and skilled — reducing onboarding time and minimizing turnover.

We are hiring a bilingual (English/Spanish preferred) Virtual Assistant to support the launch and daily operations of a home services franchise in Miami. This company partners with technicians and customers to deliver renovation and repair projects efficiently.

In this role, you will act as the founders' right hand — managing inbound leads, handling customer communication, scheduling jobs, drafting and following up on proposals and invoices, and keeping the operations pipeline in HouseCall Pro clean and organized. You will also coordinate with technicians, ensure customers receive timely updates, and document workflows (SOPs) to make processes scalable as the business grows.

Responsibilities:

• Partner to the Client:

• Be trusted gatekeeper and strategic support by managing priorities, protecting the client's time, and anticipating what they need. Proactively find ways to make work easier, streamline operations, reduce bottlenecks, help the business grow, and increase revenue.

• Email Management:

• Manage the customer-facing inbox in HouseCall Pro.

• Respond to inquiries, clarifications, and service requests received via email.
• Ensure customer questions are addressed quickly and professionally.

• Calendar Scheduling:

• Schedule and manage technician calendars exclusively in HouseCall Pro.

• Confirm job details with technicians, including time, materials, and requirements.
• Ensure no conflicts in scheduling and optimize technician utilization.

• Lead Follow-up:

• Handle inbound warm leads only (no cold calling).

• Follow up via phone, email, SMS, or chat until leads are converted or closed.
• Ensure consistent, timely communication so no lead is lost.

• Project Management:

• Monitor jobs throughout the entire process from scheduling to completion.

• Ensure estimates, jobs, and invoices move smoothly across the pipeline in HouseCall Pro.
• Upload and organize before/after job photos in the CRM.
• Follow up with technicians when needed to confirm job completion and photo submission.
• Support invoice tracking and customer payment follow-ups.

• CRM Management (HouseCall Pro):

• Maintain accurate records of leads, jobs, invoices, and customer details.

• Update statuses and ensure the pipeline is always clean and reliable.
• Learn HouseCall Pro quickly (training will be provided if not already experienced).

• Social Media Support:

• Manage light posting and basic updates across platforms such as Google, Facebook, Instagram, LinkedIn, and YouTube.

• Share simple updates and before/after job content.
• Not responsible for advanced digital marketing, SEO, or PPC.

• Documentation & SOPs:

• Create and maintain SOPs for customer inbox management, scheduling, proposals, invoicing, and technician coordination.

• Help establish best practices for a scaling business.
• Provide daily updates and weekly summaries to the founder.
• Track and report on lead response times, proposals sent, and job progress.

Key Performance Indicators:

• 30-Day Mark:

• Confidently managing the customer-facing inbox by responding promptly and professionally to all email and message inquiries.

• Handling inbound warm leads from Thumbtack, Angi, Home Depot, and other sources, and beginning consistent follow-ups via phone, email, and SMS.
• Accurately scheduling jobs in HouseCall Pro, ensuring technicians are assigned without conflicts and job details are correctly logged.
• Beginning to document workflows into SOPs, capturing step-by-step processes for lead handling, inbox management, and job scheduling.
• Establishing smooth daily communication with the founder, including updates on lead status, proposals, and job pipeline progress.

• 60-Day Mark:

• Independently managing customer inbox and calendar scheduling, with little to no oversight needed from the founder.

• Confidently handling proposals and invoices, including drafting, sending, and following up for timely payment.
• Keeping the HouseCall Pro pipeline clean, organized, and accurate so it can be relied upon as the single source of truth for operations.
• Monitoring jobs end-to-end confirming schedules, ensuring technician updates, and making sure before/after job photos are uploaded and stored correctly.
• Tracking payments and performing follow-ups with customers to close out balances.
• Drafting and refining SOPs for core workflows such as customer intake, scheduling, proposals, invoicing, and job monitoring.
• Demonstrating reliability through weekly reporting and metrics tracking (lead response times, proposals sent, jobs completed).

• 90-Day Mark:

• Fully managing all aspects of customer communication, including inbox, lead follow-up, proposals, scheduling, invoicing, and payments, with minimal founder involvement.

• Proactively identifying and improving processes, making recommendations to streamline communication, scheduling, and reporting.
• Taking full ownership of job pipeline management in HouseCall Pro, ensuring every job is accurately tracked from intake to completion.
• Coordinating smoothly with technicians, ensuring they have clear schedules, requirements, and are consistently providing required updates and job documentation.
• SOPs are documented, standardized, and actively in use across key workflows, ensuring the business runs consistently and efficiently.
• The founder is freed from daily admin tasks and can confidently focus on growing the business, knowing that operations are being managed smoothly by the VA.

What Success Looks Like:

For the Client:

• The customer inbox is consistently monitored and no inquiry is left unanswered.
• Leads are contacted quickly and followed up until closed, maximizing conversion.
• Proposals and invoices are sent promptly, tracked, and followed through to payment.
• Technician schedules are clear, accurate, and free of conflicts.
• Jobs are fully monitored from intake through completion, with all necessary documentation logged.
• Before/after job photos are uploaded and organized in HouseCall Pro.
• The CRM pipeline remains accurate, clean, and reliable at all times.
• Social media platforms reflect a consistent, professional brand presence.
• The founder is freed from daily admin work and able to focus on growing the business.

For the VA:

• You are confident in managing the customer inbox and handling all customer-facing communication.
• You consistently perform lead follow-ups across phone, email, and SMS until resolution.
• You have mastered HouseCall Pro scheduling and can independently assign and monitor technician jobs.
• You take ownership of proposals, invoices, and payments, ensuring nothing falls through the cracks.
• You reliably monitor jobs end-to-end, including posting before/after photos and confirming technician updates.
• You proactively keep the CRM pipeline accurate and clean, ensuring visibility for both yourself and the founder.
• You maintain a professional presence online by handling light social media posting.
• You contribute to documenting SOPs and improving workflows, making processes easier and more scalable.

Qualifications:

• 3+ years' experience as a Virtual Assistant, Operations Coordinator, or in appointment setting, call center operations, or similar remote roles.
• Bilingual (English/Spanish strongly preferred) to serve Miami customers and technicians.
• Experience with CRM platforms (HouseCall Pro a plus; other CRM experience acceptable).
• Strong background in email management (customer-facing inbox), calendar scheduling (CRM-based), lead follow-up, customer service, and invoice/proposal tracking.
• Proficiency with Google Workspace, WhatsApp, and VPN tools.
• Proven ability to document SOPs/playbooks and keep systems updated.
• Exceptional attention to detail — able to catch and correct errors that impact appointments.
• Strong organizational skills with the ability to manage priorities and meet deadlines.
• Proactive "A-player": makes sound decisions with limited input, anticipates needs, and suggests better systems.

You're a Great Fit If You:

• Enjoy taking ownership of daily operations so the founder can focus on scaling: You take pride in being the operational backbone, ensuring the business runs smoothly day-to-day.
• Can manage multiple priorities in a fast-paced, customer-facing environment: You're skilled at balancing inbox management, lead follow-ups, scheduling, and technician coordination without losing track of details.
• Are proactive, detail-oriented, and tech-savvy: You anticipate needs, double-check details, and quickly learn new tools like HouseCall Pro and other CRMs.
• Believe in supporting team members through encouragement and guidance, not fear-based management: You collaborate well with technicians and the founder, building trust and keeping communication clear and positive.

Time Commitment:

• Full-time position with remote work setup
• 9:00 AM – 6:00 PM EST, Monday–Friday

• Competitive base salary
• 13th Month Pay
• Performance-based incentives
• 100% Remote work setup
• Opportunity to work with a high-growth team and industry leader