Customer Support & Sales Virtual Assistant

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***PLEASE READ THE FULL JOB POST BEFORE APPLYING***

Mission Maids is a residential cleaning company serving customers in Calgary. We are looking for a reliable, detail-oriented, and customer-focused Virtual Assistant to help with customer support, lead follow-up, and sales/admin tasks.

This is a hybrid customer support and sales role. You will communicate with customers and leads by email, phone, and text. You will help answer questions, follow up with leads, support customers before/during/after service, and help resolve issues that come up around cleaning appointments.

We are looking for someone who is warm, professional, organized, responsive, and comfortable following up with people. This role is a good fit for someone who enjoys helping customers, communicating clearly, keeping track of details, and making sure nothing falls through the cracks.

RESPONSIBILITIES
Your responsibilities may include:
- Responding to customer and lead inquiries by email, phone, and text
- Following up with new leads who have not booked yet
- Following up with cold or older leads using approved scripts and processes
- Helping customers with questions before, during, and after service
- Supporting customers when service issues or concerns come up
- Escalating urgent or sensitive issues to the appropriate tea ---------- mber
- Updating customer notes, lead statuses, booking details, and follow-up records
- Helping maintain customer support and sales tracking systems
- Sending appointment-related messages and follow-ups
- Supporting basic administrative tasks connected to customer service and sales
- Following company scripts, SOPs, checklists, and communication standards

WHAT SUCCESS LOOKS LIKE
You will be successful in this role if:
- Leads and customers receive timely, professional responses
- Follow-ups are completed consistently and accurately
- Customer issues are handled calmly and clearly
- Important details are documented properly
- You communicate proactively when something is unclear or urgent
- You can follow processes without needing constant reminders
- You help create a better customer experience and help convert more leads into bookings

REQUIRED SKILLS
The ideal candidate has:
- Strong written English
- Professional phone communication skills
- Customer service experience
- Comfort with sales follow-up and lead nurturing
- Strong attention to detail
- Excellent reliability and follow-through
- Good judgment when dealing with customers
- Ability to stay calm and professional with frustrated customers
- Comfort using online tools such as Gmail/Google Workspace, spreadsheets, booking systems, CRM tools, texting/calling software, and team communication tools
- Ability to follow SOPs, scripts, and checklists
- Ability to work independently in a remote role

NICE TO HAVE
These are helpful but not required:
- Experience working with a home service business
- Experience in cleaning, residential services, field services, or appointment-based businesses
- Experience with CRM systems or booking software
- Experience with cold lead follow-up
- Experience using AI tools to improve writing or productivity

WHO THIS ROLE IS NOT FOR
This role is probably not a fit if:
- You dislike phone calls
- You are uncomfortable following up with leads
- You need constant reminders to complete tasks
- You are not detail-oriented
- You struggle with written English
- You are uncomfortable handling customer concerns
- You prefer tasks with no customer interaction

WHAT’S IN IT FOR YOU
Here are the benefits of working with our team:
- Work from home (no long commutes)
- Paid lunch breaks
- Paid time off and leaves after probation periods
- Work with an easy-going team
- Steady employment for a reliable, high-performer
- Starting hourly rate $5.50 CAD

OTHER POSITION DETAILS
Important information about this role:
- 5 work days per week.
- Work hours generally run from 8am-5pm.
- Work timezone: Mountain Time (MST/MDT)
- Must have own equipment: reliable laptop or desktop computer, noise-cancelling headphones, fast and reliable internet.
- Must keep a quiet work environment

HIRING PROCESS
Our hiring process is structured. Candidates may be asked to complete:
1. Application questions & short intro video
2. A short screening interview
3. Paid practical work samples
4. A structured interview about past work experience
5. Reference checks with previous managers or clients
Final candidates should be comfortable helping arrange reference calls with previous managers or clients.

HOW TO APPLY
Please submit your resume and answer the following questions directly via OnlineJobs.PH:
1. Why are you interested in this Customer Support & Sales VA role?
2. Describe your experience handling customer questions or complaints.
3. Describe your experience following up with leads, prospects, or customers.
4. Tell us about a time you dealt with a frustrated customer. What happened, and how did you handle it?
5. What tools or systems have you used for email, phone, text, CRM, spreadsheets, or customer support?
6. How do you keep track of follow-ups so that nothing gets missed?
7. What are your available working hours in Mountain Time?
8. Are you comfortable making phone calls to customers and leads?
9. Are you comfortable helping arrange reference calls with previous managers or clients if you become a finalist?

Please include the phrase “Customer Support VA” in your application so we know you read the full posting.