CPT-11518 Customer Scheduling & Program Support Virtual Assistant

Independent Contractor – CPT-11518 Customer Scheduling & Program Support Virtual Assistant/Business Support VA/Senior-Advanced 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.

A New York-based energy-efficiency installation company is seeking a full-time Business Support VA to manage customer calls, appointment scheduling, follow-up, CRM updates, and recurring administrative coordination for projects completed through New York State's EmPower+ program.

Customers are referred to the company after being approved for the state-funded program. The VA will help guide each customer through the scheduling and communication portions of the process, from the initial energy audit through project scheduling and required follow-up.

The client already has a structured Zoho CRM workflow with automated tasks and reminders in place.

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:

• Call newly assigned customers to schedule initial energy audits
• Provide a basic explanation of the EmPower+ process using client-provided information
• Schedule approximately 2–3 visits per day based on technician availability
• Schedule appointments with awareness of travel distance and geography throughout downstate New York
• Confirm appointments and conduct reminder calls
• Reschedule visits when needed
• Escalate technical customer questions to the appropriate team member

• Follow up with customers regarding unsigned contracts and required documents
• Assist customers with basic questions regarding electronic signatures
• Send approved SMS messages and follow-up communications
• Remind customers of upcoming visits and basic preparation requirements
• Maintain professional, patient, and firm communication when necessary
• Track outstanding customer actions until completed

• Work from automatically generated tasks in Zoho CRM
• Log notes and update customer information
• Create follow-up tasks when required
• Maintain accurate appointment and project records
• Review records for missing information
• Keep assigned customer tasks moving consistently throughout the workday

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:

• Previous customer service, scheduling, call center, account support, or administrative experience required
• Strong phone communication required
• CRM experience required
• Appointment scheduling and follow-up experience strongly preferred
• Strong data-entry and documentation skills
• Experience working with U.S.-based consumers strongly preferred
• Construction, energy-efficiency, home services, or government-program experience is a plus but not required
• Strong geographical awareness of New York City and ability to plan appointments efficiently

• Excellent spoken English
• Strong customer-service background
• Patient but able to communicate firmly when needed
• Comfortable dealing with a wide range of customer personalities
• Strong follow-up and scheduling habits
• Highly dependable and consistent
• Able to work independently from CRM-generated tasks
• Organized and detail-oriented
• Comfortable learning a government-funded program and basic construction terminology

• Zoho CRM
• Client-Provided VoIP / Dialer System
• SMS / Messaging Tools
• Calendar & Scheduling Systems
• Microsoft Office / Google Workspace

• 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

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Senior and Advanced 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: Any