Customer Support -Calls/CRM/Lead Management

Job Opening: Full-Time Virtual Assistant - Customer Support & Lead Management Position: Customer Support & Lead Management Virtual Assistant Job Type: Full-Time, Remote Working Hours: 40 hours per week / 160 hours per month Schedule: US Pacific Time business hours Monthly Salary: $900 USD Start Date: As soon as possible Job Overview We are looking for a reliable, organized, and proactive Virtual Assistant to support the daily operations of a US-based service business. The ideal candidate has strong English communication skills, experience handling customer inquiries through phone and email, and the ability to manage leads, follow up on estimates, and coordinate appointments. This is a customer-facing position that requires someone who is comfortable making and receiving calls, communicating professionally with potential and existing customers, and keeping accurate records of all interactions. We are looking for someone who can take ownership of their responsibilities, follow established processes, and ensure that no customer inquiry or potential business opportunity is overlooked. Key Responsibilities 1. Email and Inbox Management - Monitor and manage incoming customer emails throughout the assigned shift. - Respond professionally to general inquiries using approved information and guidelines. - Organize, prioritize, and flag important messages requiring immediate attention. - Follow up on unanswered emails and pending customer requests. - Escalate concerns or inquiries that require management approval. 2. Phone and Customer Communication - Answer incoming customer calls professionally. - Make outbound calls to prospective and existing customers when needed. - Respond to questions about services, scheduling, and general business inquiries. - Take accurate messages and document important call details. - Escalate complex customer concerns to the appropriate team member. - Maintain a friendly, confident, and professional tone during every interaction. 3. Lead Management and Qualification - Respond promptly to new leads received through email, phone, or other designated channels. - Contact prospective customers to gather information about their service needs. - Qualify leads based on established criteria. - Maintain accurate lead records and update customer information in the company's CRM or tracking system. - Track lead status and ensure timely follow-ups. - Identify leads requiring additional attention or management involvement. 4. Estimate and Quote Follow-Ups - Follow up with prospective customers who have received estimates or quotes. - Check whether customers have questions or need additional information. - Encourage customers to take the next step toward booking a service. - Record responses, objections, and follow-up requirements. - Keep management informed about interested prospects and pending decisions. 5. Appointment Scheduling and Coordination - Schedule customer appointments based on team availability. - Confirm appointments and communicate relevant details to customers. - Handle rescheduling requests and calendar updates. - Send appointment reminders when required. - Coordinate with the internal team to avoid scheduling conflicts. 6. Customer Records and Reporting - Maintain organized and accurate customer records. - Document calls, emails, lead updates, and appointment activity. - Track pending follow-ups and outstanding customer requests. - Provide regular updates on completed tasks, lead activity, and customer concerns. - Follow company procedures for handling customer information. Required Qualifications - Previous experience as a Virtual Assistant, Customer Service Representative, Appointment Setter, or Administrative Assistant. - Excellent spoken and written English. - Confident handling inbound and outbound customer calls. - Experience with lead qualification and customer follow-ups. - Strong organizational skills and attention to detail. - Comfortable managing multiple customer conversations and priorities. - Experience using email platforms, calendars, spreadsheets, and CRM systems. - Ability to work independently and follow established procedures. - Reliable internet connection, a computer suitable for remote work, and a clear headset. - Availability to work full-time during US Pacific Time business hours. Preferred Qualifications - Previous experience supporting a US-based service business. - Experience with estimate follow-ups, appointment scheduling, or lead conversion. - Familiarity with CRM platforms and customer tracking systems. - Experience handling both email and phone-based customer support. - Ability to communicate confidently with customers and handle basic objections. - Proactive approach to identifying pending tasks and following up without constant reminders. What We're Looking For We value someone who is: - Reliable: Consistently available during scheduled working hours and responsive to customer inquiries. - Communicative: Speaks clearly, writes professionally, and provides timely updates. - Organized: Keeps customer records, appointments, and follow-ups accurate. - Proactive: Takes initiative to follow up on pending leads and customer requests. - Detail-oriented: Ensures important information is properly recorded and communicated. - Customer-focused: Represents the business professionally and helps deliver a positive customer experience. Compensation and Work Arrangement - Monthly Salary: $900 USD - Working Hours: 160 hours per month - Employment Type: Full-Time, Remote - Schedule: US Pacific Time business hours - Start Date: ASAP How to Apply Interested applicants must submit the following: 1. Updated Resume/CV Highlight your relevant experience in customer service, virtual assistance, lead management, appointment setting, or administrative support. 2. Short Introduction Video (Required) Record a 2-3 minute introduction video covering: - A brief introduction about yourself and your professional background. - Your previous experience related to this position, particularly customer support, phone calls, lead management, and appointment scheduling. - The tools or CRM systems you have used in previous roles. - Examples of how you have handled customer inquiries, followed up with leads, or managed appointments. - Why you believe you are a strong fit for this specific role. The video must feature you speaking directly to the camera in English. Please ensure your audio is clear and your face is visible. 3. Confirmation of Availability Confirm that you are available to work full-time, 160 hours per month, during US Pacific Time business hours. Important: Applications without an introduction video explaining relevant experience and why the applicant fits the role may not be considered. We are looking for someone who can confidently manage customer communications, stay on top of leads and follow-ups, and become a dependable part of the team's daily operations.