Phone-First Customer Experience VA (US Company | Pacific Time)

We’re hiring a confident, phone-savvy professional to become the first voice customers hear at Graham Landscape & Design.

This is not a back-office admin job.

This role is for someone who thrives in live conversations, builds instant trust, and can guide customers with clarity and warmth while managing systems at the same time.

If you take pride in excellent communication and love helping customers feel taken care of, you will do very well here.

Your performance directly impacts customer experience, booked appointments, and company growth.

Primary Responsibility: Phone Excellence Your #1 priority is handling incoming customer calls exceptionally well — every time. You will:

• Answer all inbound calls within 30 seconds using approved greeting scripts
• Handle calls via Dialpad with professionalism, clarity, and urgency
• Confidently guide callers through conversations
• Gather critical customer information accurately (Full name, Service address, Phone number, Service need)
• Determine whether the caller is a new customer, a previous or an existing customer, or a new owner of a serviced property
• Verify and update customer records in the CRM
• Book the first sales or service appointment during the call whenever possible
• Clearly explain next steps, expectations, and service policies (including drive-time billing when applicable)
• Handle missed calls by returning them within 30 minutes
• Leave clear, complete, and accurate call notes to ensure seamless handoff to sales or service teams
• Uphold Service Beyond Expectation on every single interaction

This role is accountable for call quality, lead accuracy, and appointment success — not just answering the phone.

Secondary Tasks (When Phones Are Quiet) When call volume is low, you may assist with:

• Light CRM or QuickBooks data updates
• Appointment confirmations
• Calendar updates
• Follow-ups on missed calls or leads
• Administrative support from the Office Manager

Phone coverage always comes first.

Must-Have Qualifications

• Strong phone confidence and professional speaking voice
• Near-native English fluency (verbal and written)
• Reliable availability: 8:00 AM – 5:00 PM US Pacific Time
• Ability to multitask systems while speaking with customers
• Calm, solutions-focused customer service mindset
• Strong attention to detail and documentation habits
• Comfortable explaining policies clearly and confidently
• Willingness to follow structured SOPs
• Comfortable using tools like ChatGPT for efficiency

Bonus (Not Required, But Valuable)

• Landscaping, construction, or home services experience
• Aspire CRM familiarity
• Appointment setting or scheduling experience
• Escalation handling experience
• SOP documentation experience

Compensation & Growth

• PHP 40,000/month base salary
• Pay increase opportunities based on performance and tenure
• Long-term stability with a growing company
• Opportunity to grow into expanded administrative or coordination roles

We value reliability, initiative, and accountability.

This Role Is NOT a Fit If

• You dislike live phone conversations
• You prefer quiet, independent back-office work
• You struggle with multitasking while speaking
• You are uncomfortable following structured processes
• You are not available in Pacific Time consistently

How to Apply (Follow Exactly): Send one email only to ----------

Subject: Phone VA – Your Full Name

Include: 1. Resume 2. 2-Minute Audio Recording (Google Drive link)

• We use the audio recording so we can hear your communication style — since this is a phone-first role.
• In the recording:
• Introduce yourself
• Explain why you are excellent on the phone
• File name: FirstName_LastName_Audio
• Incomplete or misformatted applications will not be reviewed.

Why Join Us

• Clear expectations and structured systems
• Direct impact on revenue and customer experience
• Stable long-term role
• Opportunity to grow as responsibilities expand

If you take pride in professional communication and want to be part of a company that values excellence, we’d love to meet you.