CPT-11699 Inbound Customer Service & Rental Booking Virtual Assistant

• Answer forwarded incoming business calls during scheduled coverage hours
• Identify whether the caller is a prospective or existing customer
• Respond professionally to routine rental questions
• Gather caller details, requested services, and relevant order information
• Direct unusual requests or unresolved questions to management
• Answer inbound calls live whenever possible
• Respond to missed calls, voicemails, and new inquiries within one hour during working hours
• Escalate pricing exceptions, customer complaints, and requests that fall outside established procedures

• Provide approved storage container rental pricing
• Communicate available delivery and pickup information based on company-provided schedules
• Assist with new rental inquiries and existing customer orders
• Record service requests and confirm necessary details
• Relay booking and customer information to the appropriate internal contact
• Provide approved pricing and collect all required information for rental and service requests
• Own follow-up on leads, outstanding quotes, and customer requests through resolution or a confirmed handoff
• Coordinate delivery and pickup scheduling once approved

• Maintain organized customer and call records
• Track incoming inquiries, outstanding requests, and follow-ups
• Update scheduling or order information using approved systems
• Assist with basic administrative work during quieter periods
• Maintain accurate notes for unresolved customer matters
• Follow established call-handling and escalation procedures
• Maintain customer records, deal stages, tickets, tasks, and next steps within HubSpot
• Ensure every inquiry, lead, quote, and customer request has a clear status, owner, and next step documented in HubSpot
• Keep all customer communications, follow-ups, and activities current and accurately logged in HubSpot
• Work through outstanding follow-ups and open HubSpot tasks during quieter periods
• Monitor and update customer records to ensure accurate tracking and continuity of service

• Friendly, confident, and professional over the phone
• Clear English speaker with strong listening skills
• Comfortable explaining standard pricing and availability information
• Organized and accurate with customer details
• Dependable and punctual during scheduled shifts
• Able to follow procedures while handling routine questions naturally
• Willing to learn the company's products and rental processes
• Highly organized and capable of managing multiple customer follow-ups simultaneously
• Comfortable working within a CRM-driven workflow
• Proactive in maintaining accurate records, task ownership, and follow-through

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Entry, Junior, Senior Level
• Contracted Hours per Week: 40 hours/week
• Daily Working Time: 9:00 AM–5:00 PM EST
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A-B (Native or Near-Native English Accent Required)
• REGION PREFERENCES: Offshore or Nearshore

• VoIP Business Phone / Call Forwarding Platform
• HubSpot CRM
• Client's Order / Rental Tracking System
• Calendar & Scheduling Tools
• Microsoft Excel / Google Sheets
• Email & Communication Platforms

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: 9:00 AM–5:00 PM EST

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement