Customer Experience Virtual Assistant (Phone Based)

Note: Interested applicants must submit their application exclusively through the OnlineJobs platform. Do not email the company directly. Any candidate who contacts the company outside of the OnlineJobs system will be disqualified from consideration.

Customer Experience Virtual Assistant (Phone-Based, Process-Driven)

Job Overview

Are you someone who takes pride in handling customer interactions the right way—calmly, professionally, and consistently? Do you do well with clear expectations, scripts, and processes, and enjoy improving quickly through feedback? If so, Maid In America Cleaning Services, based in Clarksville, TN, wants to hear from you.

We’re seeking a Customer Experience Virtual Assistant to serve as a frontline point of contact for our customers and a dependable executor of structured processes. Working closely with our sales and customer experience teams, you’ll be responsible for answering inbound calls, handling customer requests, following defined scripts, and routing issues accurately.

This role is process-driven and phone-heavy, especially during training. The work can be fast-paced at times, but it is highly structured. Your ability to stay calm, follow instructions precisely, and take coaching seriously will have a direct impact on customer satisfaction and team efficiency.

What You’ll Do

- Answer & Handle Inbound Customer Calls: Be the first point of contact for customers and new inquiries, answering calls promptly, professionally, and calmly while following provided phone scripts.
- Follow Scripts & Decision Trees: Handle common customer needs—such as scheduling questions, reschedules, basic service inquiries, and initial issue intake—by following clear scripts and escalation rules exactly.
- Route Requests Accurately: Determine when a request can be handled directly and when it should be escalated to the appropriate tea ---------- mber, ensuring clean handoffs and no dropped balls.
- Create a Positive Customer Experience: Make customers feel heard, cared for, and confident that their request is being handled, even when issues or complaints arise.
- Document Interactions & Updates: Log accurate notes and updates in our systems so the internal team always has clear context and next steps.
- Support Structured Administrative Workflows: Execute defined backend processes (task tracking, updates, file movement, and follow-through) by following SOPs and checklists without skipping steps.
- Receive Coaching & Improve Quickly: Actively apply feedback on calls, scripts, and workflows, improving speed, accuracy, and confidence over time.

Who We’re Looking For

- Process-Driven & Detail-Oriented: You’re comfortable following scripts, checklists, and SOPs exactly, and you don’t skip steps or “freestyle” your work.
- Calm & Professional on the Phone: You communicate clearly and confidently, stay composed with customers, and can handle questions or mild frustration without getting flustered.
- Highly Coachable: You take feedback seriously, apply it quickly, and improve fast—especially when it comes to phone scripts and customer handling.
- Reliable & Consistent: You show up on time, follow through on tasks, and can be counted on to do things the right way every time.
- Comfortable with Structure: You prefer clear expectations, defined processes, and knowing exactly what “good” looks like in your role.
- Tech-Comfortable: You’re comfortable working inside tools like Slack, shared documents, and task systems—or you can learn them quickly with instructions.
- Strong Communicator: Whether by phone, chat, or written notes, you communicate clearly, professionally, and respectfully.

Our Core Values

- Communication
- Connection
- Quality
- Service
- Teamwork

If you share these values, we want you on our team to help drive our company forward.

Important Note: Screening Step

SERIOUS APPLICANTS ONLY:
Complete our personality test to see if there’s a mutual fit:
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Give honest answers; there are no right or wrong results.

Submit your application with the subject line beginning with the core value we’ve listed that you most resonate with.

IMPORTANT: When applying, please use AT LEAST 5 Apply Points

Skills & Requirements
- Fluent English: Strong spoken and written English is required. This is a phone-based role, and customers must be able to understand you clearly and comfortably.
- Customer Service Experience: Prior experience handling customer inquiries or support requests over the phone is required.
- Process & Administrative Competence: You’re comfortable following multi-step processes, documenting information accurately, and keeping systems up to date.
- Attention to Detail: You consistently capture the right information, follow instructions precisely, and avoid careless errors.
- Coachability: You’re open to feedback, willing to be corrected, and able to apply coaching quickly—especially when learning phone scripts and customer-handling expectations.
- Technical Readiness:
- Reliable computer with backup power options
- Quality headset and microphone
- Quiet workspace suitable for phone calls
- Ability to Work Monday-Friday, 8AM-5PM CST.
- Reliable Internet & Backup Options: Stable internet connection with a backup plan to ensure consistent availability and responsiveness.

Why Join Maid In America Cleaning Services?

- Impactful Role: Your quick execution and initiative will directly affect customer satisfaction and operational efficiency.
- Growth-Oriented Culture: We embrace new ideas, reward proactive thinking, and train daily for continual improvement.
- Supportive Team: Collaborate with a group that values each other’s contributions and thrives on a feedback-rich environment.

If you’re passionate about productivity, eager to work in a fast-paced setting, and confident in your ability to deliver high-quality results quickly, apply now and become an integral part of the Maid In America family!

Apply Today: Submit your application per the instructions above. We look forward to learning more about you!