Virtual Assistant with HouseCallPro

Role Overview

We are hiring a proactive, detail-oriented, and highly organized Virtual Assistant to support a fast-growing home services franchise specializing in residential maintenance, repair, and small home improvement projects. The business is currently in its launch phase and requires someone who can build operational structure, streamline communication, manage customer interactions, support the technicians’ schedules, and help the business grow smoothly during its critical first months.

In this role, you’ll help establish systems, manage day-to-day operations, coordinate customer and technician communication, build playbooks, handle scheduling, support customer service, and ensure the business runs efficiently.

This is an ideal opportunity for someone who thrives in a startup-like environment, enjoys creating order from scratch, and excels at anticipating needs before they arise.


Responsibilities:

Partner to the Client:

Be trusted gatekeeper and strategic support by managing priorities, protecting the clients time, and anticipating what they need. Proactively find ways to make work easier, streamline operations, reduce bottlenecks, help the business grow, and increase revenue.


Email & Inbox Management:

Manage the company email inbox daily.
Triage, flag, and respond to inquiries — especially from lead platforms like Thumbtack and Angi.
Ensure no leads slip through the cracks and that all customer inquiries receive timely responses.
Prepare drafts, handle customer updates, and maintain a clean, organized inbox.

Calendar Management & Scheduling Support:

Manage the company calendar inside Housecall Pro and Outlook.
Book estimates, job appointments, and technician schedules while avoiding conflicts.
Coordinate technician availability, job territories, and time blocks.
Perform light checks on the client’s personal calendar only to confirm availability for business-related needs (“golden source” approach).
Ensure smooth scheduling workflow as operations expand.

Research:

Research local real estate agencies, referral partners, and market competitors within target zip codes.
Identify community events, fairs, and marketing opportunities (seasonal events, local conferences, senior care presentations, etc.).
Conduct research on tools, pricing, industry trends, or vendor options as needed.
Deliver concise research briefs that support marketing, operations, and business development.

SOP/Playbook Creation & Documentation:

Build a comprehensive operations playbook as processes develop during launch.
Document workflows for customer service, lead handling, scheduling, job intake, technician coordination, and social media processes.
Update and maintain SOPs to improve consistency and reduce bottlenecks.

Project Management & Content Coordination:

Maintain and update launch checklists, onboarding workflows, and recurring tasks.
Coordinate operational projects such as marketing campaigns, seasonal promotions, or community event participation.
Track deadlines, follow-ups, and required materials for technicians.
Ensure all steps of job preparation are complete (tools, materials, rentals, vendor coordination).

CRM Management:

Use Housecall Pro to enter customer data, manage jobs, update statuses, attach photos, and track follow-ups.
Maintain a clean and accurate pipeline.
Assist with reporting and customer updates through the CRM.
Experience with HCP is preferred but not required — training materials will be provided.

Lead Follow-Up:

Manage warm leads from Thumbtack and Angi via calls, emails, and text.
Respond quickly to new inquiries to increase booking conversions.
Follow up with customers after job completion to support 5-star review generation.
Ensure no lead is missed due to delayed responses.

Social Media Management:

Manage Facebook and Instagram pages.
Create basic graphics or short-form videos using tools like Canva or CapCut.
Schedule regular posts, seasonal greetings, and engagement content.
Respond to comments or messages that may generate leads.
Support light content research for local marketing opportunities.
Digital marketing strategy or paid ads are not required.

Customer Service:

Handle all incoming customer calls via the business line (Zoom Phone).
Respond promptly to inquiries through phone, email, and SMS.
Schedule estimates and jobs in Housecall Pro and provide customers with confirmations or updates.
Coordinate with technicians on availability, assignment, and territory grouping for efficient scheduling.
Enter customer details and job information into Housecall Pro, including required photos and updates.
Follow up after job completion to help secure 5-star reviews, coordinating with technicians as needed.
Escalate customer issues or unusual concerns to the business owner immediately.

Vendor Management:

Coordinate with suppliers to confirm materials, delivery dates, or pickup needs.
Ensure technicians have the required tools and supplies before each job.
Track orders and follow up on missing or delayed items.


Key Performance Indicators:

30-Day Mark:

Understands the business model, tools, and workflows.
Fully manages email triage, lead responses, and basic customer service.
Confident in navigating Housecall Pro for scheduling and data entry.
Initial playbook/SOP drafts are started.
Calendar management is accurate with minimal errors.
Communication is consistent with daily check-ins as needed.

60-Day Mark:

Independently manages scheduling, customer service, and technician coordination.
Social media posting rhythm is established with weekly content.
Vendor coordination and material checks are handled reliably.
SOPs/playbooks are significantly developed and updated.
The CRM pipeline is clean, organized, and consistently updated.
Requires less day-to-day supervision.

90-Day Mark:

Able to run daily operations with minimal oversight.
Handles all customer communication, lead follow-up, scheduling, CRM updates, and technician support end-to-end.
The social media content calendar is well-established.
Playbooks are complete and continuously improved.
The business owner can step back confidently, knowing operations are running smoothly.
Proactive suggestions improve workflow and customer experience.


What Success Looks Like:

For the Client:

The business runs smoothly without constant supervision.
Scheduling is optimized, customers are informed, and technicians are well-coordinated.
Leads are followed up quickly, improving conversion rates.
Operational processes are documented and repeatable.
Customer satisfaction increases through fast responses and 5-star reviews.

For the VA:

New leads are found, qualified, and added to the system on a regular basis.
Follow-ups are done on time and help move prospects closer to a “yes.”
The client’s calendar stays filled with the right sales calls and meetings.
All communication with prospects is clear, friendly, and matches the client’s brand.
No lead is lost. Every opportunity is tracked and followed up.
The business grows with a stronger pipeline, more deals closed, and higher revenue through consistent outreach and follow-through.


Qualifications:

3-5+years as a Virtual Assistant, Executive/Administrative Assistant, or in a similar support role, preferably in a remote setup.
Excellent written and verbal English communication skills.
Experience in customer-facing roles (email, SMS, and phone-based communication), with a strong background in lead follow-up, client inquiries, and issue resolution.
Proficient in managing emails and calendars, with expertise in Google Workspace (Gmail, Calendar, Drive) to streamline communication, scheduling, and document management.
Experience or familiarity with HouseCallPro CRM is preferred but experience with other CRM tools (HubSpot, GoHighLevel, etc.) is considered.
Strong project management and organizational skills, with experience using Trello, Asana, ---------- and similar tools to plan, prioritize, and track multiple ongoing tasks, deadlines, and deliverables.
Skilled in documentation and SOP creation.
Experience managing social media platforms (Facebook and Instagram), including basic content creation, audience engagement, and using design and editing tools like Canva and CapCut for basic video editing.
Experience using AI tools particularly ChatGPT to improve work efficiency.
Highly organized, detail-oriented, and dependable, with the ability to maintain confidentiality.
Tech-savvy and quick to learn new tools or systems.
Proactive “A-player” mindset — anticipates needs, solves problems independently, and seeks efficiency.


You’re a Great Fit If You:

Thrive in fast-paced, evolving environments.
Enjoy building structures and systems from scratch.
Are proactive and always one step ahead.
Take full ownership of tasks and outcomes.
Communicate clearly and consistently.
Love helping entrepreneurs scale their businesses.

Time Commitment:

Full-time position with remote work setup
9:00 AM - 5:00 PM EST Monday - Friday (Schedule may shift depending on business needs (e.g., possible occasional Saturdays).

What You’ll Get

Competitive base salary
13th Month Pay
Performance-based incentives
100% Remote work setup
Opportunity to work with a high-growth team and industry leader

Our Hiring Process

Shortlisted candidates will be contacted within 3–5 business days.
Interview with the Recruiter
Interview with the Hiring Manager
Job Offer