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Administrative & Customer Support VA for Paola - Looking for a Unicorn!
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Here’s a quick video sharing why you may want to work with us! 



I’m Rhino Julie, and I LOVE building super teams to service our clients' needs.


If you love a challenge, love problem solving, love working with others (and also love working by yourself LOL), and it makes you happy when you overdeliver for clients, I want you on my team!


My promise to you:

I provide a FUN working environment.

We are constantly learning new things.

We are a team who wants to be the best at what we do, which means you have the BEST teammates.

I ALWAYS pay on time.

I treat all of my team members with respect and love.


Here’s a quick video sharing why you may want to work with us! https://www.loom.com/share/bb3c5dbcf7df4547bd354a84db08cfa1?sid=9eee2f95-db86-4c9d-8fd8-db612dcbbc11 


I’m Rhino Julie, and I LOVE building super teams to service our clients' needs.


If you love a challenge, love problem solving, love working with others (and also love working by yourself LOL), and it makes you happy when you overdeliver for clients, I want you on my team!


My promise to you:

*I provide a FUN working environment.

*We are constantly learning new things.

*We are a team who wants to be the best at what we do, which means you have the BEST teammates.

*I ALWAYS pay on time.

*I treat all of my team members with respect and love.


Client Overview:

Paola is a seasoned entrepreneur leading a San Diego-based HVAC company with an NCI-certified, performance-driven approach focused on quality installations and exceptional customer experience. She is looking for an exceptional unicorn to support her with operations and administrative tasks—someone eager to grow into operations leadership, master systems like ServiceTitan, and be part of a scaling company. This is a fast-paced, growing environment where high standards and excellence are consistently expected. 


Client Requirements:

  • Must be able to work 40 hours weekly
  • Must be able to work from 8am to 5pm (12pm-1pm Lunch time) Pacific Time (US)
  • Must have strong written and verbal communication
  • Highly organized, detail-oriented, proactive, and able to manage multiple priorities independently
  • Must have experience working for a company in the US
  • Could come with some CRM experience, not necessarily ServiceTitan service. 
  • Must show a growth mindset, actively seek training, continuously improve, and take initiative to become more valuable to the team.
  • Must have experience working within the trades industry (HVAC, Plumbing, Construction, Flooring, Remodeling, etc.).
  • Experience in HVAC, plumbing, electrical, or home services dispatching strongly preferred
  • Familiarity with service scheduling urgency, technician routing, and job prioritization
  • Must be comfortable communicating with the U.S.-based customers in a clear, professional, and culturally aligned manner
  • Experience supporting a West Coast-based company is nice to have (so you already have some familiarity with the environment, customer expectations, weather patterns, terminology, and communication style)


Responsibilities/Tasks:


Must-Have Experience (Responsibilities You Must Be Proficient In):


These are the tasks the VA needs to handle independently and confidently from day one:


Customer Service / Call Handling (CSR Role)

  • Answer and route inbound calls 
  • Speak with homeowners, contractors, and prospects in a clear, professional manner
  • Follow structured call scripts (no improvisation that derails conversations)
  • Gather complete service call intake details and key customer/job information quickly and accurately
  • Handle basic service inquiries and appointment-related questions
  • Respond to emails clearly and promptly
  • Confirm appointments and send reminders
  • Follow up on job completion and customer satisfaction


Outbound Calls & Follow-ups (Revenue Recovery)

  • Assist with managing open estimates and job pipelines and follow up on open estimates 
  • Re-engage prospects who haven’t responded
  • Check in on sent quotes
  • Ensure no leads or estimates are left unattended


Scheduling & Coordination Support

  • Help communicate job timing updates between office and field technicians
  • Notify customers if technicians are running late
  • Coordinate basic job flow updates 
  • Schedule service calls based on priority and technician availability
  • Maintain accurate ServiceTitan notes
  • Monitor schedule flow and adjust as needed
  • Message Technicians for next day schedules


Admin, CRM & Systems Management (ServiceTitan + Contact Center Pro)

  • Use CRM system (ServiceTitan) to view and update customer profiles
  • Log calls, notes, and interactions properly
  • Pull up customer/job information during calls
  • Work within integrated phone/CRM systems
  • Data entry of job details, estimates, and technician notes
  • Maintain organized digital job files
  • Assist with permits and documentation tracking
  • Support open invoice follow-ups
  • Assist with vendor and material coordination: W-9’s, Proof or Insurance, etc.
  • Support internal coordination between office and field teams


Tech & Productivity Tools Usage

  • Work within structured SOPs, scripts, and documented workflows
  • Maintain productivity expectations during 8 AM–5 PM US hours


Nice-to-Have Experience (Responsibilities You Can Learn Over Time):


These tasks are valuable but can be trained on the job:

  • Light sales follow-ups using short, structured scripts
  • Use ChatGPT or templates to support writing responses 
  • Track ongoing jobs and customer details


Performance Expectations (KPIs)

  • Success in this role will be measured by:
  • Call handling time and accuracy
  • % of booked appointments from inbound calls
  • Follow-up conversion rate on estimates
  • CRM accuracy and completeness of notes in ServiceTitan
  • Schedule efficiency and technician utilization support


Pay and Benefits:

  • Competitive hourly rates
  • Wellness package
  • Squad Breaks (paid time off)
  • Quarterly performance bonuses
  • Holiday and year-end bonuses
  • Annual appraisal

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Our super cool hiring process:


  • We have real people communicating with you and looking at your application!
  • We PAY you to take a Paid Test for the client you're applying for to make sure you like the job and you have the skills for it. 
  • At any time, you can check out the other clients we have and ask to take Paid Tests for them, as well!


Please note that there is a 1-time Profile that you will help us fill out before the Paid Test. This profile will be sent to our clients, along with your Paid Test results. We value you as a person, and we value your time. Once you're in with Rhino Squad, you're IN, and you have lots of job opportunities available to you. So we appreciate your help in preparing your details to present to our clients.


IMPORTANT: Do not book on Rhino Julie's client booking page, this causes our potential clients to be unable to book sales calls with her. We love your enthusiasm, but Rhino Julie's job is to get clients for our virtual assistants to get their dream jobs. Our recruitment teams job is to take care of our applicants and help them match with their dream job. So, please apply here for your dream job and we will invite you for an interview if your qualifications match the job you're interested in. We cannot stress how important it is to leave her calendar open for her client calls.

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