Virtual Assistant - Onsite

We re looking for a Virtual Assistant to enhance our customer experience and streamline operations. In this role youll manage communications oversee job management and support our team in delivering outstanding service. If you re a proactive individual who excels in a fastpaced setting we invite you to help us uphold our commitment to excellence.

• Phone Management:
  

• Handle inbound/outbound calls.
  

• Return missed calls and follow up on unanswered calls.
  

• Confirm and reschedule appointments for customers and subcontractors.
  

• Quality check (QC) all calls.
  

• Handle customer disputes and submit refunds.
  

• Answer calls on behalf of the team.
  

• Customer and Task Followup:
  

• Follow up with customers and request 5star reviews.
  

• Track and update Google Business Profiles and Google reviews.
  

• Monitor and follow up on technician performance (future task).
  

• Monitor GPS tracking and submit performance reports.
  

• Manage workflow discrepancies reach out to technicians to correct issues and ensure daily updates to carrier and property manager assignments.
  

• CRM and Job Management:
  

• Perform CRM audits ensuring job company and contact information is accurate.
  

• Clean up and fill in missing information in the CRM.
  

• Accept new job calls create jobs in Fusion and ensure all required fields are filled accurately.
  

• Create job folders in the shared drive and email ESA to customers.
  

• Add new opportunities in BuilderTrend for the Repairs division.
  

• Accounts Receivable:
  

• Submit invoices through QuickBooks Online (QBO).
  

Detailed Daily Activities

• Phones:
  

• Serve as the first point of contact for customers and adjusters. Assist or transfer calls as needed.
  

• Email Management:
  

• Review missed call emails from the dispatch center and follow up.
  

• Respond to Xactware Assignment Note emails and miscellaneous internal requests.
  

• Follow up on customer tasks to ensure completion.
  

• Fusion Compliance Tasks:
  

• Monitor and track compliance tasks.
  

• Escalate programrelated jobs to management if issues arise.
  

• Appointment Confirmation:
  

• Confirm scheduled appointments with customers at the beginning of the day.
  

• Mitigation Audits:
  

• Perform daily audits for new jobs using Fusion MICA and ClickUp.
  

• Verify job status equipment details notes and required documentation.
  

• Ensure compliance tasks and daily updates are completed.
  

• Review and mark off completed items in the ClickUp checklist and Audit Report Spreadsheet.
  

• Send job update requests to mitigation technicians and project managers.
  

• Miscellaneous Tasks
  
• Generate ITEL forms
  
• Handle any additional customer service or administrative tasks.
  

Requirements

• Minimum of 23 years of experience in a similar role preferably in customer service or administrative support.
  

• Experience handling inbound/outbound calls and scheduling appointments.
  

• Prior experience with CRM software (e.g. Fusion BuilderTrend Luxor) and QuickBooks Online (QBO) is a plus.
  

Skills:

• Strong communication skills both verbal and written.
  

• Excellent organizational and time management abilities.
  

• Detailoriented with a focus on accuracy particularly when auditing CRM data and tracking tasks.
  

• Ability to multitask and handle multiple job workflows simultaneously.
  

• Proficient in Microsoft Office Suite (Word Excel Outlook).
  

• Familiarity with GPS tracking and performance monitoring.
  

Benefits

• Paid Leaves & Birthday Off: Take time when you need it and convert unused leave into cash! Plus enjoy an extra day off on your birthday.
  
• Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
  
• PerformanceBased Salary Increase: Enjoy a raise after regularization
  
• Annual Salary Adjustments: We recognize longterm commitment with yearly salary increases.
  
• Employee Recognition: Be rewarded for your hard work with incentives and recognition.
  
• Engaging Team Activities: Join in on Family Days Summer Splash and other fun events that strengthen the iReply community.