Construction Operations & Client Support Virtual Assistant

Job description

About this role

The owner currently manages sales, field operations, and overall business oversight and needs a dependable person who can gradually take ownership of recurring back-office responsibilities. The VA will initially focus on email management, incoming leads, customer communication, and task tracking, with phone coverage, rental-property tracking, and additional operational responsibilities added as the VA becomes familiar with the business. The position will begin at 20 hours per week, with the intention of progressing toward full-time as workflows are transitioned and the VA becomes integrated into the company.

Responsibilities

• Monitor and organize incoming company emails
• Filter spam and unnecessary messages from important communications
• Identify leads, customer inquiries, financial items, and messages requiring the owner's attention
• Draft or send routine email responses as appropriate
• Communicate important items to the owner while he is working in the field
• Maintain task lists and help ensure important follow-ups are completed
• Monitor incoming leads from Yelp, suppliers, advertising sources, and other channels
• Gather basic information from prospective customers
• Coordinate with the owner regarding which opportunities to pursue
• Follow up with qualified leads by email, SMS, or phone
• Track leads and customer activity within company systems
• Follow up on submitted estimates and confirm customers received their proposals
• Determine whether customers have questions or need to speak with the owner
• Assist with gathering required customer information as projects move toward contract and design
• Answer and screen incoming business calls as phone systems are implemented
• Filter spam, sales, and irrelevant calls
• Forward appropriate calls to the owner

Qualifications and requirements

• Previous business support, customer service, or administrative experience required
• Phone-based customer service experience strongly preferred
• CRM experience required
• Construction, contracting, home services, or similar industry experience preferred
• Lead management and customer follow-up experience preferred
• Strong spreadsheet and data-tracking skills
• Bookkeeping or financial tracking experience is a plus but not required
• Property management or rental-property support experience is a plus
• Strong written and verbal English communication required
• Strong organizational and multitasking skills
• Highly organized with strong follow-through
• Professional and comfortable communicating with customers by phone, email, and SMS
• Able to prioritize important information and filter out unnecessary noise
• Proactive about keeping leads and customers from falling through the cracks
• Comfortable working directly with an owner who spends much of his day in the field
• Able to take verbal or written direction and turn it into completed tasks
• Comfortable gradually taking ownership of additional responsibilities