US-Based Virtual Assistant for Inbound Customer Support & Administrative Tasks

## Project Overview We are seeking a reliable, detail-oriented Virtual Assistant based in the United States to assist with inbound customer service calls, email management, appointment scheduling, and general administrative tasks. This is a long-term, part-time opportunity requiring approximately **15–20 hours per month initially**, with the potential for additional hours based on business needs and performance. The ideal candidate has excellent English communication skills, previous customer support experience, and the ability to handle routine customer inquiries professionally. ## Key Responsibilities **1. Inbound Customer Support** - Answer incoming customer inquiries through our VoIP phone system during scheduled working hours. - Assist customers with order status updates, business hours, product information, and other general questions. - Respond to customer inquiries promptly, ideally within five minutes during assigned support periods. - Escalate complex inquiries to the appropriate contact when necessary. - Maintain accurate records of customer interactions using Google Sheets. **2. Email and Inbox Management** - Review and organize the customer support inbox twice daily during agreed working periods. - Respond to routine customer emails using provided guidelines and templates. - Flag urgent messages and inquiries requiring management attention. - Keep the inbox organized and ensure timely follow-up. **3. Calendar and Appointment Management** - Schedule, confirm, and update appointments using Google Calendar. - Coordinate scheduling requests and prevent appointment conflicts. - Notify management of important schedule changes. **4. Administrative Support** - Maintain organized customer records and activity logs. - Perform basic data entry and related administrative tasks. - Provide brief updates summarizing completed work and outstanding issues. ## Required Qualifications - Currently residing in the United States. - Excellent spoken and written English communication skills. - Previous experience in virtual assistance, customer service, or administrative support. - Familiarity with Google Workspace, particularly Gmail, Google Sheets, and Google Calendar. - Experience with VoIP or cloud-based phone systems, or willingness to learn. - Reliable internet connection and a quiet, professional working environment. - Strong organizational skills, attention to detail, and ability to work independently. ## Working Hours and Availability - Estimated workload: 15–20 hours per month initially. - Business operating hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time. - Actual working hours will be scheduled within this business window based on customer support needs and mutual availability. - This is a part-time position and does not require continuous eight-hour daily coverage. - Additional hours may become available as the business grows. ## Compensation - Hourly contract with a negotiable rate based on qualifications and experience. - Hours will be tracked through Freelancer.com's platform. - Opportunity for a rate review after the first two months based on performance and reliability. - Potential for an ongoing working relationship. ## Training and Tools We will provide onboarding instructions, customer support guidelines, access to the necessary communication tools, and standard procedures for handling routine inquiries. ## How to Apply Please include the following information in your proposal: 1. A brief introduction describing your relevant customer service or virtual assistant experience. 2. Your experience with inbound calls, VoIP systems, and Google Workspace. 3. Your availability during Eastern Time business hours. 4. Your preferred hourly rate. 5. A brief example of how you would handle a customer asking about a delayed order. We are looking for someone dependable, professional, and interested in building a long-term working relationship. We look forward to reviewing your proposal.