ServiceTitan Virtual Assistant VA

The Role You'll own three critical workstreams that directly drive our revenue and customer experience: 1. Sales Quote Follow-Up Calls (Highest Priority) Most HVAC quotes go cold because no one calls the customer back. You will fix that. Daily tasks: Pull new quotes in ServiceTitan. Call customers within 24 hours to check in using our script: "Wanted to make sure you got the proposal, any questions, and what's your timeline?" Log outcomes (spoke/voicemail/callback). Re-attempt voicemails at 48 hours and 1 week. Pass questions or ready customers to sales. Weekly tasks: Pull unconverted quotes from the past 6 months. Call in batches with a peak-season offer. Track outcomes and report weekly metrics (# followed up, # re-engaged, # scheduled). Success Target: 95%+ of issued quotes receive a 24-hour follow-up call. 2. Tech Photo Review for Job Quality Techs must upload "before" and "after" photos to each job. You'll review them daily. Daily tasks: Open completed jobs, confirm photos exist, and review for site preparation (drop cloths/booties), clean work area, and proper installation. Flag missing photos or poor cleanup. Send a short daily summary email to the owner. Weekly tasks: Track per-tech compliance rate. Success Target: 100% of jobs have a photo review within 24 hours of completion. 3. Equipment / Parts Ordering Coordination Own the ordering pipeline to prevent install delays. Daily tasks: Monitor ServiceTitan for new installs needing equipment. Place orders with Ferguson (via portal/phone). Confirm pricing/availability/delivery date. Update ServiceTitan with order details. Escalate delayed orders. Send a weekly report. Process Improvement: Log common SKUs to potentially pre-stock and flag pricing anomalies. Success Target: Orders placed within 4 hours of request; zero installs delayed due to missed orders. Required Skills Excellent spoken and written US English; professional and warm phone etiquette. Comfortable on the phone with American customers (not pushy, not robotic). Detail-oriented and highly organized. Tech-savvy: Comfortable learning ServiceTitan, Google Workspace, and Loom. Reliable internet and a quiet workspace for calls. Available to overlap with US ET (at least 9 AM – 1 PM ET on weekdays). Nice to Have Previous HVAC, plumbing, electrical, or home services experience. ServiceTitan experience. Sales support or customer service background. Hiring Process Application: Submit resume + brief answer to the screening question below. Interview: 15-minute video screening call with Blake. Trial: Paid trial week