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Job Title: Virtual Assistant (Customer Service & Dispatch)

About the Company:

Our client operates in the emergency service industry, providing essential assistance to customers who are locked out of their vehicles or homes, or have lost their keys. They manage a high volume of calls across multiple states and prioritize customer satisfaction and efficient service delivery.

Job Description:

Our client is seeking a dedicated Virtual Assistant to manage incoming customer calls, provide initial service information, and dispatch services. The ideal candidate will have excellent communication skills, a clear and understandable accent, and the ability to handle frustrated customers with empathy and efficiency. A key responsibility will be to ensure all calls meet a minimum duration to maintain the company's online ranking, even if the service cannot be provided.

This role is crucial for maintaining customer service standards and supporting business operations across multiple states. The candidate will be part of a growing team and will have the opportunity to contribute to the company's expansion.

Responsibilities of the role:

• Answer incoming customer calls.

• Gather customer information including service needs, address, and phone number.

• Dispatch services to appropriate technicians.

• Ensure all calls are held for a minimum of 35 seconds to maintain Google ranking.

• Handle customer inquiries with professionalism and empathy.

Required Experience and Qualifications:

• Excellent English communication skills with a clear and understandable accent.

• Ability to remain calm and professional with frustrated customers.

• Strong understanding of the importance of call duration for online ranking.

• Experience with customer service or dispatch roles is a plus.

Preferred Skills:

• Bilingual in Spanish is highly preferred for the California market.

• Experience with phone systems like Ring Central.

Personality:

• Empathetic and patient.

• Reliable and professional.

• Detail-oriented.

• Proactive and able to follow specific instructions regarding call handling.

Software & Tools:

• Access to a phone system (e.g., Ring Central) will be provided.

• Reliable internet connection and a computer.

• Headset.

Schedule:

The business operates 7 days a week.

Coverage is needed from 7:00 AM to 10:45 PM.

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Full-time remote opportunity.