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20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.
An established electrical contractor serving residential and commercial customers in Ottawa, Canada is seeking a full-time Customer Service & Operations Coordinator to provide front-office customer service and back-office administrative support.
The VA will provide consistent phone coverage throughout the business day, receive and process new leads, gather customer information, coordinate sales appointments and site visits, and follow up with customers throughout the service process. The role will also support repeatable operational workflows such as permit applications and final inspection coordination.
The client is primarily seeking a candidate with strong customer service and administrative/office support experience. Previous construction or home services experience is a plus but is not required, as the client is prepared to train the VA on its electrical-specific processes and terminology.
The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.
Contractors will be required to provide services that align with the following client tasks:
Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.
The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:
Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.
Investigate and resolve client claims and requests by coordinating Customer Care and Production teams, identifying root causes, and improving processes while meeting production standards and customer expectations.
Handle customer questions across phone, email, and chat, troubleshoot issues, process orders and returns, and escalate unresolved concerns while helping improve customer service processes.
Supports customers, sales representatives, and business partners by processing orders, investigating shipment and fulfillment issues, and coordinating with internal teams to deliver timely, accurate service.
Conducts outreach and enrollment for prospective members, explains available healthcare and community services, helps with benefits applications, and coordinates warm handoffs into ongoing care management.
Respond to motorists’ roadside emergencies by gathering critical details, dispatching service providers, and guiding distressed customers with calm, empathetic support while tracking assistance across digital tools.
