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Overview20four7VA 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.An established electrical contractor serving residential and commercial customers in Ottawa, Canada is seeking a full-time Customer Service & Operations Coordinator to provide front-office customer service and back-office administrative support.The VA will provide consistent phone coverage throughout the business day, receive and process new leads, gather customer information, coordinate sales appointments and site visits, and follow up with customers throughout the service process. The role will also support repeatable operational workflows such as permit applications and final inspection coordination.The client is primarily seeking a candidate with strong customer service and administrative/office support experience. Previous construction or home services experience is a plus but is not required, as the client is prepared to train the VA on its electrical-specific processes and terminology.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 ServicesContractors will be required to provide services that align with the following client tasks:Customer Service & Lead ManagementAnswer inbound customer calls throughout the scheduled shiftReceive and process new leads from phone, email, and online submissionsGather initial customer and project informationFollow up with customers to collect additional information when requiredMaintain accurate customer and lead recordsProvide professional and responsive customer serviceEscalate technical electrical questions to the appropriate internal team memberScheduling & Sales CoordinationCoordinate sales calls, site visits, and assessmentsSchedule appointments based on sales team and customer availabilityFollow up with new leads and prospective customersSupport outbound calling and appointment setting as the role developsMaintain organized follow-up activities within company systemsPost-Service Customer CareFollow up with customers after completed workThank customers for their business and confirm satisfactionRequest customer reviews using approved processesTrack outstanding post-service follow-upsEscalate customer concerns when necessaryPermits & Inspection CoordinationPrepare and submit repeatable electrical permit applications following established proceduresMaintain accurate permit records and status informationCoordinate final inspections between customers and inspectorsFollow up on outstanding permit or inspection requirementsMaintain organized documentation for completed projectsAdministrative SupportPerform general data entry and back-office administrative tasksMaintain accurate information within Simpro and other company systemsAssist with email and documentation managementSupport recurring operational workflowsComplete additional administrative projects as assignedEach 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.SkillsThe Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:Previous customer service experience requiredAdministrative or back-office support experience requiredExperience answering business phone lines and communicating directly with customers requiredScheduling or appointment coordination experience preferredCRM or field service management software experience preferredConstruction, electrical contracting, home services, or project coordination experience is a plus but not requiredStrong written and verbal English communication requiredNative or near-native English speaking ability requiredIDEAL CANDIDATE PROFILEExcellent customer service and phone communication skillsProfessional, friendly, and confident speaking with customersHighly organized with strong follow-throughComfortable balancing phone coverage with administrative workProactive and able to work independentlyDetail-oriented when handling customer and permit informationComfortable learning technical terminology and repeatable construction processesAble to transition between customer-facing and back-office responsibilities throughout the dayAPPLICATION SOFTWARE KNOWLEDGEABLE / REQUIREDSimpro (training provided)Pipedrive (training provided)Quo VoIP (training provided)Microsoft OutlookMicrosoft 365SlackCRM / Field Service Management PlatformsWork ScheduleContracted Hours per Week: 40 HoursScheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)Daily Working Time: 8:00 AM – 4:00 PM ESTNote: 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 EngagementContractors will operate under a Master Services Agreement and a Statement of WorkThis is not an offer of employment; contractors are not employees of 20four7VA or any clientAll compensation is processed through 20four7VA according to the terms of the engagementRole Summary & RequirementsREQUIRED SERVICE: Business SupportREQUESTED EXPERIENCE TIER LEVEL: Junior, Senior, and Advanced LevelContracted Hours per Week: 40 hours/weekDaily Working Time: 8:00 AM – 4:00 PM ESTScheduled Working Days: Monday-FridayREPORTING TO/POC: To Be DeterminedNumber of VAs: 1GENDER PREFERENCE: NoneLANGUAGES SPOKEN/PREFERENCE: English ACCENT PREFERENCE: Level A-B (Native or Near-Native English-Speaking Accent Required)REGION PREFERENCES: AnyWhat we offerCompetitive ratesWeekly paymentsVarious open roles are availableFree training and upskillingConstant support and guidanceA vibrant community always ready to support youAnd more!
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