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
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