The posting
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Title: 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).
Overview
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.
Scope of Services
Contractors will be required to provide services that align with the following client tasks:
Customer Calls & Scheduling
- 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
- Screen and evaluate newly assigned customers against the client's established acceptance criteria before accepting them into the CRM and beginning the scheduling process
- Handle customer skepticism or concerns about the EmPower+ program by providing approved program information and directing customers to appropriate supporting resources when needed
- Provide customers with basic explanations of the types of work covered by the program, including insulation, air sealing, and other approved improvements, while directing questions requiring more detailed technical expertise to the appropriate technician
- Identify customer behavior or other red flags that may indicate a customer should not be served, document the concern in the customer record, and escalate or follow the client's established process for such cases
- Reallocate appointments efficiently when a customer cancels and an available appointment window can be reassigned to another customer
- Receive and respond to inbound customer calls, voicemails, text messages, and other customer communications in a timely manner
Customer Follow-Up
- 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
- Follow up with customers whose projects are delayed or awaiting execution and monitor changes to their scheduled work over extended waiting periods
- Coordinate customer and appointment changes with the internal team when rescheduled or reassigned visits affect program staff, project managers, or field technicians
CRM & Administrative Support
- 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
- Route or assign customer-related tasks to the appropriate program staff, project managers, or field technicians and monitor those tasks through completion
- Maintain communication with internal team members regarding assigned customer tasks rather than simply creating or updating the task in the CRM
- Maintain consistent activity across calls, CRM updates, follow-ups, texts, and other assigned customer tasks throughout the scheduled 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.
Skills
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
- Customer qualification and screening skills, with the ability to determine whether an assigned customer meets established acceptance criteria]
- Ability to recognize customer skepticism, behavioral concerns, or other red flags and document and escalate them appropriately
- Ability to explain basic program-related technical information in clear, customer-friendly language without exceeding the limits of the role
- Strong task-routing and internal coordination skills, including assigning customer-related tasks to the appropriate team member and following through on completion
- Ability to maintain consistent productivity throughout a full scheduled shift across calls, CRM updates, follow-ups, and other assigned tasks
- Ability to independently study detailed client-provided training materials and demonstrate understanding of procedures before handling customer work independently
IDEAL CANDIDATE PROFILE
- 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
- Comfortable screening customers against defined criteria and making appropriate decisions about whether a customer should proceed in the process
- Confident handling skeptical, demanding, or difficult customers while remaining professional and following program rules
- Able to recognize when a customer interaction presents a potential red flag and document the situation clearly for internal follow-up
- Comfortable learning detailed client-specific procedures and systems through self-directed study and applying them consistently
- Demonstrates steady and consistent work habits throughout the scheduled shift, with minimal idle time and reliable follow-through on assigned activities
- Comfortable coordinating with multiple internal roles, including program staff, project managers, and field technicians
APPLICATION SOFTWARE KNOWLEDGEABLE / REQUIRED
- Zoho CRM
- Client-Provided VoIP / Dialer System
- SMS / Messaging Tools
- Calendar & Scheduling Systems
- Microsoft Office / Google Workspace
- Electronic Signature Platforms (e.g., DocuSign) – Familiarity Preferred / Client Process Training Provided
Work Schedule
- 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.
Terms of Engagement
- 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
Role Summary & Requirements
- 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
What we offer
- Competitive rates
- Weekly payments
- Various open roles are available
- Free training and upskilling
- Constant support and guidance
- A vibrant community always ready to support you
- And more!
