CPT-11709 Roofing Customer Service & Scheduling Virtual Assistant

Independent Contractor – CPT-11709 Roofing Customer Service & Scheduling Virtual Assistant/Business Support VA/Entry-Junior Level (Remote).

20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.

An established California roofing contractor is seeking a full-time Business Support VA to assist with incoming calls, customer inquiries, inspection scheduling, appointment confirmation, CRM updates, and recurring administrative follow-up.

The business serves residential customers and works with office staff, field crews, installers, and sales personnel. The VA will support communication between customers and the company while keeping appointments and customer records organized.

The ideal candidate will bring excellent phone communication, a friendly and patient personality, strong organizational skills, and previous customer-service experience.

The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.

Contractors will be required to provide services that align with the following client tasks:

• Answer incoming customer calls and respond to routine inquiries
• Gather contact information, service requests, and relevant property details
• Assist homeowners with scheduling questions and general concerns
• Follow established procedures when addressing routine customer questions
• Direct technical roofing questions, pricing requests, and project-specific concerns to management
• Maintain a welcoming, patient, and professional phone presence

• Schedule inspections and customer appointments using the company calendar and CRM
• Contact customers to confirm upcoming appointments
• Follow up on new inquiries and outstanding scheduling requests
• Update the owner's calendar and communicate schedule changes
• Coordinate appointment information with sales representatives and field personnel
• Track cancellations and rescheduling requests to help reduce missed appointments

• Enter accurate customer information and communication notes into the CRM
• Maintain records of previous appointments, property visits, and service history
• Track outstanding follow-ups and unresolved customer matters
• Respond to routine business emails using approved guidance
• Keep relevant internal team members informed of customer requests
• Follow established lead intake and appointment handling procedures

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

• Customer service, receptionist, or front desk support experience required
• Back office or administrative experience strongly preferred
• Excellent spoken English and professional phone communication required
• Appointment scheduling and calendar coordination experience strongly preferred
• CRM and customer data-entry experience strongly preferred
• Experience handling inbound customer inquiries and follow-up required
• Spanish-English bilingual communication is a plus
• Construction, roofing, or home-services experience a plus but not required
• Strong organization and ability to follow established procedures required

• Friendly, personable, patient, and approachable
• Excellent communicator who can remain calm with difficult customers
• Organized and dependable with appointments and follow-up
• Strong listener with accurate note-taking skills
• Comfortable learning roofing terminology and company procedures
• Team-oriented and willing to assist internal staff
• Consistently professional throughout customer interactions

• Client CRM – Platform TBD
• Calendar & Appointment Scheduling Tools
• Business Phone / VoIP Platform
• Email & Communication Platforms
• Microsoft Office / Google Workspace

• Contracted Hours per Week: 40Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: 8:00 AM–5:00 PM PST (One-Hour Break For Lunch)

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

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Entry, Junior Level
• Contracted Hours per Week: 40 hours/week
• Daily Working Time: 8:00 AM–5:00 PM PST (One-Hour Break For Lunch)
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: Female
• LANGUAGES SPOKEN/PREFERENCE: English Required; Spanish/Bilingual a Plus
• ACCENT PREFERENCE: Level A-B (Native Or Near-Native English Accent Required)
• REGION PREFERENCES: Offshore or Nearshore