Virtual Assistant

Black Crown Diesel – Virtual Assistant / Business Development Coordinator Position Overview The Virtual Assistant is the first point of contact for Black Crown Diesel. This role represents the company’s professionalism, builds relationships with customers and dealerships, schedules appointments, follows up on leads, and keeps the sales pipeline active. Their primary objective is to generate qualified appointments while providing exceptional customer service. Primary Responsibilities * Answer incoming phone calls, emails, text messages, and website inquiries. * Make outbound calls to dealerships, fleet managers, businesses, and prospective customers. * Schedule appointments for estimates, installations, and dealership visits. * Follow up with previous leads that have not responded. * Confirm appointments and reduce no-shows. * Qualify potential customers by asking discovery questions. * Maintain customer records in the CRM. * Coordinate technician schedules and route appointments efficiently. * Collect customer information before appointments. * Send invoices, estimates, and appointment confirmations when needed. * Request customer reviews after completed jobs. * Track leads from first contact through completed sale. * Escalate technical questions to management when necessary. Dealership Outreach * Contact used truck dealerships and fleet companies. * Introduce Black Crown Diesel’s mobile installation services. * Schedule meetings with decision makers. * Maintain ongoing relationships with dealership personnel. * Follow up regularly until opportunities are created. * Record notes after every conversation. Customer Service Standards * Answer professionally and confidently. * Respond quickly to all inquiries. * Represent Black Crown Diesel’s premium concierge experience. * Never pressure customers; educate and guide them. * Communicate clearly and professionally. Daily Goals * Complete outbound prospecting calls. * Respond to every inbound lead. * Schedule qualified appointments. * Follow up with previous quotes. * Update the CRM before ending each workday. Performance Metrics * Outbound calls completed. * Qualified conversations. * Appointments scheduled. * Appointment show rate. * Quotes converted into sales. * Customer response time. * Customer satisfaction. * Revenue generated from scheduled appointments. Success Looks Like A successful Virtual Assistant keeps the calendar full, ensures no lead is forgotten, maintains strong dealership relationships, and provides a seamless customer experience from the first phone call through the completed installation. Their work allows the owner and technicians to focus on installations, operations, and business growth rather than administrative tasks. Expectations & Adaptability As a growing startup, Black Crown Diesel operates in a fast-paced environment where priorities can shift quickly. The Virtual Assistant must be adaptable, resourceful, and comfortable wearing multiple hats as the company evolves. Responsibilities may include, but are not limited to: * Answering phones, emails, and text messages. * Scheduling appointments and managing calendars. * Outbound sales and dealership prospecting. * Customer follow-up and relationship management. * Coordinating with vendors and parts suppliers. * Ordering parts and tracking shipments. * Creating and sending estimates and invoices. * Maintaining CRM and customer records. * Managing social media messages and online inquiries. * Collecting customer reviews after completed work. * Assisting with marketing campaigns and promotions. * Preparing daily reports and documenting sales activity. * Coordinating technician schedules. * Researching products, pricing, and vendors. * Resolving customer concerns professionally. * Assisting with administrative projects as assigned. Because Black Crown Diesel is an expanding company, new responsibilities may be introduced over time. Success in this role requires flexibility, professionalism, accountability, and a commitment to finding solutions. While processes will continue to improve as the company grows, our commitment to customers remains constant: communicate clearly, follow through on our commitments, and deliver a premium customer experience.