Customer Support VA — Delivery Follow-Up Calls + Google Business Profile Review Management

About us

Auto Express Inc. is a vehicle transport company based in San Diego. We've been moving cars across the country for over 40 years. We're a licensed broker and carrier with our own trucks and 28+ hubs nationwide. Our customers are people relocating, military families on PCS orders, students, and online car buyers. What we need We need one reliable person to own two connected things: 1. Take care of customers through delivery, and earn the review. Call every customer after their vehicle delivers, confirm it went well, and ask the happy ones to leave a review. We have an approved call script — you'll use it as written. If a customer isn't happy, you don't ask for a review; you apologize, get the details, and escalate to the owner the same day. 2. Defend the profile. Our Google Business Profile has a real problem. We have documentation showing 78 reviews from real customers that were removed. Thirteen were later reinstated after we challenged them, which tells us the removals were wrong. Separately, most of the negative reviews on our profile aren't from our customers at all — they're competitors, or people who meant to review a different company with a similar name. Your job on this side is to work through our existing tracking workbook: Submit the removed reviews to Google Support with the evidence we've already compiled, and follow up until you get an answer Research each negative review against our order records to determine whether the person was ever actually a customer Report the ones that violate Google's policies, through Google's own process Keep the same log for Yelp and BBB Record every contact in the case log What we already have ready for you You are not starting from zero. We hand you: A complete workbook with every queue built, dropdowns, and a dashboard A full reconciliation of our profile against 3 years of Google's own notification emails A customer database of 2,200+ past customers with call queues already sorted The approved call script Existing case numbers and named contacts at Google Support What we're looking for Excellent spoken and written English — you'll be on the phone with US customers Available during US Pacific business hours for the calling portion Comfortable in Excel — filtering, sorting, keeping a log accurate Patient and organized with slow processes. Google Support can take weeks. The person who follows up on day 7, every time, is the person who gets results Honest judgment. We need someone who will tell us "this one looks like a real customer with a real complaint" rather than reporting everything Customer service or dispatch background is a plus. Auto transport or logistics experience is a big plus Very important — please read before applying We will not use, and will not pay for, any of the following: Buying, writing, or arranging reviews Review exchange or swap networks Offering customers discounts, gift cards, or anything else in return for a review Mass-flagging reviews or any "guaranteed review removal" service These violate Google's policies and can get a business profile suspended. Our profile is already under active review with Google — we cannot take that risk. If your service is based on any of the above, please don't apply. We want legitimate work: real calls to real customers, and properly evidenced reports through official channels. How we'll start We'll hire 2–3 people for a short paid trial task first (details in the interview), then bring on the person whose judgment we trust for the ongoing role. Please start your proposal with the word HAULER so we know you read this.