Virtual Assistant / Receptionist (Junk Removal Company)

Position Overview We are looking for a dependable, organized, and customer-focused Virtual Assistant to serve as the primary receptionist for our growing junk removal company. You will be the first point of contact for all customers and play a critical role in converting leads into booked jobs while ensuring smooth day-to-day operations. This is a full-time remote position that requires availability Monday through Saturday for 8–10 hours per day during our business hours. Reliability, professionalism, and excellent communication are essential. Schedule Full-Time Monday – Saturday 8–10 hour shifts Must be available during business operating hours. Occasional overtime may be required during busy seasons. Primary Responsibilities Customer Service Answer all incoming phone calls promptly and professionally. Respond to text messages, emails, website inquiries, Facebook messages, and other communication channels. Provide customers with accurate information regarding our services and pricing. Handle customer questions, concerns, and complaints professionally. Deliver outstanding customer service with every interaction. Appointment Scheduling Schedule junk removal jobs and on-site estimates. Coordinate appointments with field crews. Confirm appointments with customers. Reschedule appointments as needed. Maintain an organized and accurate company calendar. Ensure crews have complete job details before each appointment. Lead Management Enter every lead into the CRM immediately. Properly label every lead source (Google, Google Ads, Facebook, Yelp, Website, Referral, Angi, Thumbtack, etc.). Track each lead from first contact through job completion. Follow up with missed calls, voicemails, online inquiries, and unbooked estimates. Ensure no lead is left without follow-up. Administrative Duties Maintain accurate customer records. Update CRM notes after every customer interaction. Organize customer files and documentation. Assist with invoices and payment tracking. Prepare daily schedules for crews. Generate reports on lead sources, bookings, and completed jobs. Perform additional administrative tasks as assigned. Sales & Booking Convert incoming inquiries into scheduled appointments. Follow company sales scripts. Upsell additional services when appropriate. Encourage satisfied customers to leave online reviews. Help maximize booking rates and customer satisfaction. Team Communication Communicate continuously with management and field crews. Notify crews of schedule changes immediately. Report customer issues that require management attention. Ensure everyone has the information needed to complete jobs successfully. Daily Responsibilities Answer all incoming calls. Return missed calls within 10 minutes. Respond to all new leads promptly. Schedule new appointments. Confirm next-day appointments. Follow up on pending estimates. Update customer records. Label all leads correctly in the CRM. Coordinate with field crews throughout the day. Maintain an organized schedule. Ensure every customer receives timely communication. Required Qualifications Excellent spoken and written English. Strong customer service experience. Exceptional phone etiquette. Outstanding organizational skills. Ability to multitask in a fast-paced environment. Strong attention to detail. Reliable high-speed internet. Quiet, professional home office. Dependable computer and headset. Ability to work independently with minimal supervision. Preferred Experience Virtual Assistant experience. Receptionist experience. Call center experience. Scheduling or dispatch experience. CRM software experience. Google Calendar. Google Workspace. Microsoft Office. Experience with home service companies (junk removal, moving, landscaping, pressure washing, roofing, etc.). Key Performance Indicators (KPIs) Answer 100% of incoming calls during business hours. Return missed calls within 10 minutes. Respond to online leads within 5 minutes whenever possible. Schedule appointments accurately with minimal errors. Maintain 100% lead source accuracy. Ensure every lead receives follow-up. Maintain excellent customer satisfaction ratings. Keep calendars organized and error-free. What We're Looking For We're looking for someone who takes ownership of their work, communicates professionally, and understands that every missed call can mean a lost customer. You should be proactive, detail-oriented, and committed to providing an exceptional customer experience while helping our team stay organized and productive. Compensation: Competitive pay based on experience (to be discussed during the interview). Job Type: Full-Time, Remote Schedule: Monday–Saturday