Virtual Assistant - Rental Operations & Customer Support

Virtual Assistant - Rental Operations & Customer Support Reports to: VP of Operations Works closely with: Fleet Coordinator Type : Remote · Full-time Hours: Must overlap core Houston business hours (Central Time) The Role You'll be the operational backbone of our rental process, the person who makes sure every driver gets onboarded smoothly, every agreement is signed and filed, every payment is tracked, and every customer question gets answered quickly and professionally. You'll work hand-in-hand with our Fleet Coordinator to keep vehicles moving and drivers on the road. This is a high-trust role with a lot of ownership; the right person will eventually help us build and document the systems that run the business. What You'll Do Driver onboarding & screening Respond to and qualify inbound leads from ads, social media, and referrals Collect and verify applicant documents (driver's license, rideshare/delivery platform approval, proof of insurance eligibility) Run and review background/DMV checks against our eligibility criteria Schedule vehicle pickups and walk new drivers through the agreement Rental agreements & documentation Prepare, send, and track rental agreements via e-signature Ensure every signed agreement, ID, and supporting document is filed correctly Manage renewals, extensions, and termination paperwork Billing & payments Set up and monitor recurring (weekly) rental payments and deposits Send invoices and receipts; follow up on late or failed payments Track outstanding balances and flag accounts that need escalation Manage payment plans and refunds per company policy Customer service Be the first point of contact for drivers across phone, text, email, and chat Answer questions, resolve issues, and escalate appropriately Maintain a friendly, professional, solutions-first tone at all times Request and manage reviews from satisfied drivers Fleet coordination support Coordinate vehicle pickups, returns, and swaps with the Fleet Coordinator Log and route maintenance requests; help schedule service Track vehicle availability so we never promise a car we can't deliver Compliance & admin Track vehicle registration, state inspection, and insurance dates Manage toll tags, and process traffic/parking violations passed to drivers Handle insurance admin (adding/removing drivers, claim paperwork intake) Keep our Notion workspace and CRM accurate and up to date Maintain and improve standard operating procedures (SOPs) Reporting Send weekly reports on active rentals, fleet utilization, payments collected, and outstanding balances What We're Looking For 2+ years as a virtual assistant, in operations, or in customer service (car rental, automotive, or logistics a strong plus) Excellent written and spoken English, you'll be customer-facing Highly organized and detail-oriented; you don't let things slip through the cracks Comfortable with tools like Notion, GoHighLevel (or similar CRM), Google Workspace, e-signature platforms, and payment processors Self-starter who can work independently and own outcomes Reliable internet, a quiet workspace, and availability during Central Time business hours Nice to Have Experience with billing/collections or subscription/recurring payments Familiarity with the rideshare/delivery ecosystem (Uber, Lyft, DoorDash, etc.) Experience documenting or building SOPs and workflows What Success Looks Like (First 90 Days) • Every new driver is onboarded within 24 hours of approval • Zero missing or unsigned agreements on file • Payment collection rate consistently above target, with late accounts flagged early • Customer inquiries answered within our response-time standard