Executive Customer Support & Administrative Virtual Assistant

Job Description This is a remote position. Phone calls, Tasks & Communication filtering assistance Business address: Mississauga, Ontario, Canada Business website: garagefloors4less.com Job Description Executive Customer Support & Administrative Virtual Assistant (Inbound Calls | Lead Qualification | CRM Management | Executive Support) About the Company A redefining the garage flooring industry and the franchise model across North America. Was built to solve a major problem in the industry: traditional garage coatings that peel, fail, and do not last. Through a proprietary 4-layer no-peel flooring system, strong supply chain, franchise support ecosystem, and technology-driven approach, it provides customers with long-lasting garage solutions while empowering franchise partners with the tools, systems, and resources needed to succeed. With multiple franchise locations across North America, the company is continuing to grow and is looking for a reliable Virtual Assistant to support customer communications, lead management, and executive operations. Position Overview Is seeking a highly organized, professional, and customer-focused Executive Customer Support & Administrative Virtual Assistant to become an extension of the team. The ideal candidate will be responsible for handling inbound customer calls, qualifying leads, scheduling appointments, managing communications, updating CRM records, and supporting day-to-day administrative operations. This role requires someone with excellent English comprehension, strong communication skills, attention to detail, and the ability to represent the Garage Floors 4 Less™ brand professionally. The successful candidate will initially focus on customer call handling and communication management, with opportunities to take on additional responsibilities as they become familiar with the business. Key Responsibilities Inbound Call Management Answer incoming customer and prospect calls professionally. Handle approximately 10–15 inbound calls per day . Respond to customer inquiries and provide basic information. Follow provided call scripts and processes. Qualify leads and gather necessary customer information. Determine customer needs and route inquiries appropriately. Transfer calls to the correct franchise location when required. Schedule estimates and appointments in the system. Ensure every caller receives a positive customer experience. Lead Qualification & Franchise Routing Review incoming opportunities and determine the appropriate next steps. Filter leads before passing them to franchise locations. Collect accurate customer details. Forward qualified leads to the correct franchise partner. Ensure opportunities are properly documented. Support communication between head office and franchise locations. CRM Management & Data Entry Document all calls, inquiries, and customer interactions. Update CRM records accurately. Maintain organized customer information. Ensure leads are properly tracked and followed up. Support reporting and information sharing across locations. Email Management Monitor and manage multiple inboxes. Review, prioritize, and categorize emails. Respond to routine inquiries when appropriate. Escalate important matters to the appropriate team member. Ensure timely communication with customers and franchise partners. Executive Gatekeeping Support Act as a professional first point of contact. Filter unnecessary calls and communications. Protect executive time by managing incoming requests. Identify urgent versus non-urgent matters. Ensure external communications are handled appropriately. Administrative & Ad Hoc Support As the VA becomes familiar with the business, responsibilities may expand to include: Administrative support tasks. Google Sheets updates. Documentation. Follow-up coordination. Internal communication support. Process improvements. Additional tasks assigned by management. Required Skills & Qualifications Must-Have Requirements ✅ Excellent spoken and written English skills ✅ Strong English comprehension (ability to understand context and intent) ✅ Professional phone presence ✅ Strong communication skills ✅ Excellent attention to detail ✅ Comfortable handling customer conversations ✅ Strong computer skills ✅ Ability to learn new systems quickly ✅ Reliable internet connection and work setup ✅ Ability to work EST hours consistently Preferred Experience Experience in any of the following is an advantage: Customer service Receptionist roles Executive assistant roles Call center experience Appointment setting Lead qualification CRM management Franchise support Administrative assistance Software & Tools The VA will work with: Communication VoIP phone system Slack WhatsApp Productivity Google Workspace Google Sheets Email Company email system AI Tools Claude AI Chat-based AI tools CRM Client CRM system (training provided) Training & Onboarding The client expects approximately 2 weeks of onboarding and training . Training resources include: Call scripts Internal documentation AI-assisted training materials Company processes CRM workflows The VA will report directly to the office manager. Ideal Candidate Profile The ideal candidate is: Friendly and personable Confident speaking with customers Professional and polished Detail-oriented Organized Proactive Adaptable Comfortable taking ownership Able to represent the company as a true team member The client emphasized that English comprehension is more important than accent . The candidate must understand customer needs, instructions, and business context—not just speak English. Success Metrics A successful VA will: Handle calls professionally. Accurately qualify and route leads. Maintain organized CRM records. Keep communication channels organized. Reduce unnecessary interruptions for leadership. Become a trusted extension of the team. Employment Type: Long-Term Position Working Hours: Monday–Friday, 9:00 AM – 3:00 PM Eastern Standard Time (EST) (6 hours/day, 30 hours/week)