Virtual Assistant (Business Support)

Client Industry: HVAC Services / Home Maintenance

Employment Type: Part-Time: 20hrs/week (with transition path to 40hrs/week)

Work Setup: Remote

Time zone: Canada

Salary: 260PHP/hr

Role Summary

We are seeking a highly reliable, organized, and customer-focused Virtual Assistant to support the day-to-day administrative and customer service operations of a growing HVAC company during its busiest season.

This role is designed to directly improve customer responsiveness, streamline scheduling and dispatch coordination, and reduce the administrative workload on the internal team. You will act as a key operational support point between customers, office staff, and field technicians.

This is a high-responsibility support role requiring strong communication skills, attention to detail, and the ability to manage real-time coordination tasks such as scheduling, customer follow-ups, and service dispatch support.

The role begins as part-time (20 hours/week) with structured training and is expected to transition into a full-time operational support role within approximately two months as processes are stabilized and documented.

Key Responsibilities

Customer Service & Administrative Support

• Answer inbound customer phone calls and respond to service inquiries
• Monitor and respond to customer emails in a timely and professional manner
• Schedule HVAC service appointments and coordinate customer bookings
• Assist in coordinating technician schedules and daily dispatch operations
• Provide customer updates, confirmations, and follow-ups as needed
• Support general office administrative tasks and documentation
• Ensure clear communication between office staff and field technicians
• Maintain organized records of customer interactions and service requests

Scheduling, Operations & Workflow Coordination

• Manage appointment scheduling using Housecall Pro
• Coordinate technician availability, assignments, and route planning
• Assist in balancing workload distribution among field technicians
• Support parts ordering coordination and supplier communication
• Help improve operational workflow efficiency during peak HVAC seasons
• Assist in tracking job progress and ensuring service completion updates
• Support operational documentation and internal record-keeping processes

Growth & Transition Support

• Begin with structured onboarding under guidance from internal team leadership
• Learn and follow established service and scheduling workflows
• Gradually take on expanded responsibilities as processes are documented
• Support the transition from founder-dependent operations to system-driven workflows
• Prepare for full-time transition within approximately 2 months
• Ultimately assume the majority of office administrative responsibilities

Standards

Core Requirements

• 1–3+ years experience in customer service, administrative support, dispatch coordination, or virtual assistance
• Strong spoken and written English communication skills (clear, calm, professional tone)
• Experience handling customer-facing communication (phone and email)
• Highly organized with strong attention to scheduling accuracy and detail
• Comfortable working in fast-paced, real-time operational environments
• Ability to work independently while following structured processes
• Reliable internet connection and stable remote work setup
• Willingness to work North America–aligned hours or overlapping shifts

Technical Skills (Required or Strong Advantage)

• Experience with Housecall Pro or similar service management platforms (Jobber, ServiceTitan, etc.)
• Familiarity with scheduling, dispatching, or field service coordination tools
• Comfortable managing business phone systems and email communication platforms
• Proficiency with Google Workspace (Docs, Sheets, Calendar)
• Basic understanding of workflow tracking and customer service systems

Nice-to-Have

• HVAC, plumbing, or home services industry experience
• Dispatch coordination or scheduling experience in a service-based company
• Experience working with North American clients or service teams
• Familiarity with CRM or ticketing systems
• Strong multitasking ability in live customer support environments

Work Ethic & Behavioral Expectations

• Calm and professional when handling customer concerns or urgent requests
• Highly responsive and reliable during working hours
• Strong sense of ownership over scheduling accuracy and follow-ups
• Detail-oriented with a focus on reducing operational errors
• Proactive communicator with internal staff and technicians
• Comfortable working in a role where priorities can shift quickly
• Dependable in high-volume or peak-season workloads