CPT-11701 Inbound Customer Service & Dispatch Scheduling Virtual Assistant

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Title: CPT-11701 Inbound Customer Service & Dispatch Scheduling Virtual Assistant

Independent Contractor – CPT-11701 Inbound Customer Service & Dispatch Scheduling Virtual Assistant/Business Support VA/Entry-Senior 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 growing Canadian mobile tire-service company operating across multiple cities is seeking an experienced Business Support VA to manage incoming customer calls, appointment booking, technician scheduling, and related administrative coordination during a busy seasonal period.

The company operates with approximately 50 mobile technicians and requires an organized, customer-focused VA who can efficiently handle incoming requests and assign appointments based on technician availability and location.

The ideal candidate will bring excellent phone communication, prior inbound customer-service experience, strong scheduling skills, and practical judgment when coordinating mobile service appointments.

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:

Inbound Calls & Customer Service

• Answer incoming customer calls professionally and promptly
• Gather customer information and requested service details
• Explain routine service and booking information using approved guidance
• Respond to standard appointment questions and customer concerns
• Escalate service issues or unusual requests when necessary

Technician Scheduling & Dispatch Coordination

• Book service appointments in the company's scheduling system
• Review technician availability, assigned locations, and existing appointments
• Schedule appointments with consideration for geographic proximity and reasonable travel requirements
• Communicate schedule changes and relevant booking information
• Help prevent scheduling conflicts and impractical technician assignments
• Confirm booking details and maintain accurate appointment records

Operational & Administrative Support

• Update customer information and service records
• Check technician status or confirm whether technicians are en route as directed
• Track outstanding scheduling issues and customer follow-ups
• Coordinate with the existing administrative and VA team
• Follow established procedures for routing questions and resolving routine scheduling problems
• Provide updates regarding unresolved customer or technician matters

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 inbound call-handling or customer-service experience required
• Excellent spoken English required
• Appointment scheduling or dispatch experience strongly preferred
• Experience in a high-volume call environment preferred
• Strong organizational and multitasking skills required
• Familiarity with calendar, CRM, or dispatch systems preferred
• Automotive, mobile services, or field-service experience is a plus

Work Schedule

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Wednesday–Sunday (Off Monday and Tuesday)
• Daily Working Time: 7:00 AM–4:00 PM (1-Hour Unpaid Lunch)

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: Entry, Junior, Senior Level
• Contracted Hours per Week: 40 hours/week
• Daily Working Time: 7:00 AM–4:00 PM (1-Hour Unpaid Lunch)
• Scheduled Working Days: Wednesday–Sunday (Off Monday and Tuesday)
• 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!