[Hiring] Customer Service Virtual Assistant @Native Pest Management

Role Description

We are searching for a polite, professional Customer Service Virtual Assistant (VA) to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our services. This position may handle a high volume of inbound and outbound calls and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. This position is remote only.

• Handle many inbound calls to current and potential customers
• Identify the needs of customers, resolve issues, and provide solutions
• Identify and escalate issues to supervisors as needed
• Schedule and plan services and appointments
• Respond in a timely manner to customer calls, texts, voicemails and emails
• Answer calls from potential new clients and schedule our sales team to meet with them for free inspections
• Assist management, technicians and salespeople with day-to-day requests
• Collect service payments from customers and call/text/email past due accounts
• Communicate regularly with field technicians to coordinate service schedules and times

Qualifications

• Previous customer service experience preferred
• Strong high-speed Wi-Fi
• Good microphone/headset
• Good camera
• Call center experience strongly preferred
• Experience with customer relationship management (CRM) software strongly preferred
• Working knowledge of office software
• Entry-level knowledge/skill proficiency with Google Suite including Gmail, Google Sheets, Google Docs, etc
• Must be able to type at a minimum of 50WPM and 90% accuracy (A typing test will be conducted)
• Exceptional written, verbal, and interpersonal communication skills
• Bilingual in English/Spanish is preferred

Benefits

• 10 days of paid time (PTO) during the first year
• 6 US Holidays (see note below)
• Paid Training
• Employee Referral Bonus

Specifics

• Full-time role (40 hours per week)
• Schedule: Monday–Friday, 8:00 AM – 5:00 PM EDT/EST (GMT-5), including a 1-hour unpaid lunch break
• This role WILL require availability for a rotating half-day Saturday shift (8:30 AM–12:30 PM EST), approximately once monthly or more as needed
• Note: While three U.S. holidays are fully observed (Thanksgiving, Christmas, and New Years), there may be a need for coverage on other U.S. holidays such as Memorial Day, Independence Day (July 4th), and Labor Day due to high lead volume. This is rotational

What to Expect During the Hiring Process

Once you submit your application, our HR team may reach out for an initial phone or Zoom interview. Candidates who move forward may then be invited to an additional follow-up interview, via Zoom or GoogleMeet. Applicants must submit a 2–3 minute video recording (or video link) speaking in English. Please introduce yourself and briefly discuss your relevant work experience and skills. We encourage you to speak naturally and conversationally rather than reading from a script, as this helps us better understand your communication style in real-world work situations. Light notes or bullet points are fine, but avoid reading word-for-word. Applications submitted without a video link will not be considered. The application process involves a review, and selected candidates may be invited for a screening or interview which may include a typing test. Applicants unwilling to participate in an interview need not apply. Incomplete applications or those not following instructions will not be considered.

Background Check Statement

Employment is contingent upon successfully completing a background check, which may include a criminal history verification or equivalent clearance based on the applicant’s country of residence. Any required documentation must be completed within two (2) weeks of the start date.