What are the responsibilities and job description for the Virtual Customer Service Representative position at Annie Admin?
Virtual Customer Service Representative – Remote/Hybrid (DFW Area Only)
Location: Remote/Hybrid – MUST LIVE IN THE DALLAS/FORT WORTH AREA FOR IN-PERSON TRAINING & MEETINGS!
Job Type: Full-time & Part-time Positions Available. Monday through Friday and Must be able to work on Saturdays.
About the Role
If your true calling is to make other people’s day, we want to hear from you! We are passionate about helping small business clients—primarily HVAC, plumbing, and garage door service professionals—grow their businesses by providing exceptional customer service.
As a Virtual Customer Service Representative, you will function as a friendly and knowledgeable first point of contact for our clients’ customers ensuring a seamless experience for homeowners in need of repairs. You will serve as a virtual extension of our clients' teams, ensuring their customers receive top-notch service. You will answer inbound calls, book appointments, manage outbound follow-ups, and provide detailed call summaries while maintaining our high standards for professionalism and accuracy.
Our team works remotely on a Hybrid schedule while being fully connected through our Fort Worth headquarters. If you are a quick thinker, excellent communicator, a multitasking pro, and thrive in a fast-paced multi-tasking environment, this role is for you!
Key Responsibilities
- Deliver outstanding first impressions by answering inbound calls from homeowners needing service.
- Receive & manage a high volume of Incoming calls, ensuring accurate and detailed call handling.
- Make outbound calls to confirm appointments, follow up on past jobs, and relay key information.
- Follow scripted call handling instructions precisely while maintaining a friendly and professional tone.
- Accurately document all call interactions, ensuring proper spelling, grammar, and logical composition.
- Toggle between multiple software applications while actively engaging with customers.
- Interact with Owners to ensure continuity of service provided to their clients.
- Proactively identify and solve problems to support client business success.
- Take ownership of mistakes and commit to learning and improving.
- Make outbound calls to complete Customer Satisfaction survey for services rendered.
- Communicate effectively with service teams, clients, and internal team members via phone, email, apps, and text.
- Provide a personalized and friendly experience – our goal is to the be the opposite of an automated system.
Your Work DNA
✔ Thrive under pressure and remain calm, collected, and positive while multitasking.
✔ Highly service-oriented with strong problem-solving and critical-thinking skills.
✔ Strong verbal and written communication, with proper grammar and spelling.
✔ Proactive and detail-oriented, anticipating customer needs before they ask.
✔ Reliable team player, always following through on commitments.
✔ High emotional intelligence, able to adapt to different customers and situations.
✔ You follow instructions diligently but can also think independently when needed
✔ You anticipate customer needs, sometimes before they even ask.
Experience & Requirements
· Minimum 2 years of customer service experience (Call center or administrative assistant experience is a plus).
· Some knowledge of the HVAC, plumbing, or garage door industry is preferred
· Type at least 40 WPM with accuracy.
Strong computer skills, including CRM systems and multitasking with multiple applications.
· Experience handling a high volume of calls or customer interactions.
· A dedicated, quiet home office setup—background noise from pets or people won’t work in this role.
· Ability to work independently from home Monday – Saturday.
· Ability to pass a Drug Screening and Background Check
Must speak fluent English
Must live in the Dallas Ft Worth area to attend in person training and business meetings.
Technical Requirements
- Desktop or laptop with external monitor, keyboard, and mouse with a webcam, speakers (Tablets, Chromebooks, and smart devices are NOT compatible).
- Windows or Mac operating system with 8GB RAM or more.
- Direct Ethernet connection to router (WiFi-only setups are not compatible).
- Hotspot availability when Internet is down.
- Noise-canceling headset for professional call handling.
- Power Surge Protection.
If you have a can-do attitude, a passion for helping people, and the ability to deliver exceptional service, we would love to hear from you!
How to Apply: Submit your resume and a cover letter explaining why you are the perfect fit for this role. There will be pre interview screening actions emailed to you for your completion prior to an interview being scheduled.
Salary : $15