Sobre

JOB DESCRIPTION Business Assistant POSITION GOAL To provide comprehensive operational, administrative, and customer service support across all functions of the home services company. The Business Assistant ensures smooth daily operations by managing calls, dispatch, technician coordination, reporting, HR support, and customer quality assurance. As one of the first hires, this role is critical in building the foundation for scalable systems and supporting the founder in all business needs. LOCATION ON THE ORGBOARD Directly supports the Founder/CEO and coordinates across Operations, Dispatch, Marketing, HR, and Customer Service. POSITION VFP Efficient, reliable, and customer-focused operations resulting in consistent technician performance, high customer satisfaction, accurate reporting, and organizational growth support. POSITION REQUIREMENTS: Strong organizational and multitasking skills to handle diverse daily responsibilities. Excellent verbal and written communication skills in English. Ability to work in a fast-paced environment with flexibility and decisiveness. Comfort with learning and using CRM systems, call center tools, and reporting dashboards. Strong customer service orientation with problem-solving skills. Commitment to accuracy, accountability, and timely task completion. Ability to coordinate between multiple teams and maintain professional relationships. Proactive in identifying issues, creating solutions, and streamlining processes. Willingness to assist in any capacity required to support the founder and business growth. DUTIES Roles and Functions 1. Call Center & Customer Support Answer incoming calls, schedule and confirm appointments. Provide timely and professional customer communication. Log customer information and service requests into the CRM. 2. Dispatch & Technician Coordination Assign jobs to technicians and oversee their calendars. Conduct daily check-ins and appointment reminders for technicians. Ensure technicians have uniforms, invoices, and all necessary materials. 3. Operations Management Confirm technicians upload job details, photos, and receipts into the CRM. Track and ensure proper documentation of parts, invoices, and reports. Monitor workflows and resolve operational bottlenecks. 4. Reporting & Cross-Team Coordination Compile and distribute daily, weekly, and monthly scorecards. Coordinate with marketing and operations teams for reporting accuracy. Maintain KPI dashboards for performance tracking. 5. Quality Assurance & Customer Experience Conduct customer follow-ups after service. Encourage and track online reviews. Monitor technician performance and customer satisfaction (NPS). 6. HR Support Assist with recruiting, onboarding, and training new technicians and staff. Maintain employee files and compliance records. Support the founder in team development initiatives. 7. Founder Support Provide day-to-day administrative assistance to the Founder/CEO. Handle special projects and ad hoc requests. Serve as a reliable right-hand resource during company growth. Your supervisor may change, edit or add additional duties to your job description to meet the needs of their organization. KPIs: Appointment booking rate and call handling efficiency.- Booking Ratio % Technicians headcount . On-time submission of daily/weekly/monthly reports. Technician performance metrics and NPS score trends - NPS Successful onboarding and retention of new hires. WORK SCHEDULE 8:00 am – 5:00 pm (Pacific Time Zone), with flexibility for peak business needs. DAILY ACTIONS Answer calls, book appointments, and dispatch technicians. Check-in with technicians and confirm job readiness. Review CRM entries and monitor operational compliance. WEEKLY ACTIONS Prepare and distribute performance scorecards. Conduct QA follow-ups with customers. Support recruitment and training activities. Report operational updates and issues to the Founder. The Business Assistant plays a pivotal role in the foundation of the company’s operations. By ensuring customers are served well, technicians are supported, and systems are properly maintained, this role enables the business to grow sustainably while giving the founder the freedom to focus on strategy and expansion.