General Admin & Dispatch Virtual Assistant (Electrical, ServiceM8)

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Role Overview

Candidates with hands-on ServiceM8 scheduling and dispatch experience, clear spoken English and strong listening comprehension will be prioritised for this role.

An Australian electrical services business needs a full-time General Admin and Dispatch VA to run the front end of a busy, reactive service operation: phones, inbox and the ServiceM8 schedule for 5 to 7 crews. The challenge is keeping control of a moving machine, with emergency jobs, calls and email s landing at once and the schedule changing through the day, while building real rapport with customers and technicians from outside an open-plan office where decisions are often made out loud.

The non-negotiables are hands-on ServiceM8 scheduling and dispatch experience, clear spoken English with strong listening comprehension, and a task creator rather than a task ticker. Success looks like a VA who is on the phones within the first week in a supported role, independently managing the schedule within 30 to 60 days, keeping records accurate with nothing left half-finished, and freeing the business owner from having to think about the phones, inbox or schedule.

What You'll Own

Scheduling & Dispatch (ServiceM8)

Independently manage daily schedules for 5 to 7 crews
Allocate jobs based on tech capability, job duration, location and travel time
Create new jobs in ServiceM8 with complete, accurate job details
Update existing jobs as details, timing or status change
Slot urgent and emergency bookings into the day and rework the schedule around them
Process cancellations, delays and reschedules as they happen
Keep job statuses current so the office and field team work from the same information
Learn each technician's strengths and which apprentices they're paired with
Over time, make day-to-day scheduling calls without waiting for sign-off, note the reasoning, and flag anything genuinely unusual

Phones (approx. 15-25 inbound calls per day)

Day 1/Week 1 starting task: listen to previous recorded calls to learn the business, common issues, and how the team handles customers
Answer inbound calls from customers and capture job details: name, address, contact number, access notes and fault description
Repeat back key details before ending every call
Identify emergency calls (e.g. no power, safety risk) and get a tech allocated immediately
Log every call outcome in ServiceM8

Inbox Management (approx. 20 email s per day)

Day 1/Week 1 starting task: review the last 2-3 months of email history across the admin inbox and the ServiceM8 inbox to learn how things are typically resolved
Clear the inbox first thing every morning
Manage all inbound channels: the general admin inbox, the ServiceM8 inbox, and system notifications
Action routine email s directly (booking requests, job updates, follow-ups)
Flag anything needing input with a short summary and a suggested next step
Get the inbox to zero, or as close as possible, by end of day

Customer & Technician Communication

Keep customers informed of bookings, arrival times, delays and changes
Keep technicians informed of schedule changes, new urgent jobs and job details
Follow through on every outstanding enquiry until it's closed

Team & Management Liaison

Work with the management team to keep day-to-day operations running smoothly
Raise scheduling conflicts, capacity issues and recurring problems early
Share what you're seeing in the schedule: bottlenecks, repeat callbacks, overloaded crews
When phones and inbox are under control, find the next useful task

Systems & Documentation

Record every training and handover session
Write an SOP for each task after training, then walk it through with the team to confirm it's the right process
Track ad hoc tasks: job-related ones tied to the job in ServiceM8, everything else in Google Tasks

Daily Communication

Morning message with the day's priorities
End-of-day email report: tasks completed, work in progress, and items needing review, approval or attention

Out of Scope (Current)

Pricing
Invoicing, quoting, bookkeeping and payroll (handled by the business's accountant)

What We're Looking For

Experience

Hands-on ServiceM8 experience, particularly scheduling and dispatch (top priority)
Prior admin or dispatch experience in a service-based trades business, with electrical a strong bonus
Experience in a reactive environment with emergency or same-day work is a nice-to-have

Communication Skills

Clear, confident spoken English for daily calls with Australian customers (top priority)
Strong listening comprehension, including with customers who have strong accents or speak English as a second language
A warm, relaxed phone manner that builds rapport with clients and the field team
Habit of repeating back details and asking again rather than guessing
Comfortable saying "I'll find out and call you back" and following through

Technical Proficiency

ServiceM8: scheduling, dispatch, job creation, inbox, tasks, phone system
Gmail and Google Workspace (Gmail, Tasks, Meet, Chat)
WhatsApp
Willing to learn tools like Fathom quickly
Comfortable working across two screens with the full schedule displayed

Organisational Skills

Keeps control of a schedule that changes through the day
Prioritises well when urgent jobs, calls and email s land at once
Strong attention to detail on bookings, job notes and admin
Closes the loop: accurate records, nothing half-finished, nothing left sitting

Non-Negotiables

Task creator, not a task ticker — finds the next useful thing to do once urgent work is done
Flags when there isn't enough on and suggests work rather than waiting
Documents processes without being prompted
Comfortable making scheduling decisions and owning the outcome
Easygoing and approachable, with a personality fit that suits a relaxed, direct team culture — avoid overly formal, passive or deferential candidates
Access to dual monitors (a local purchase can be arranged if needed)

Working Arrangements

Full-time role, replacing an existing in-house position
Hands-on training sequence: an intro day, a "sit with me" day watching live operations, listening to recorded calls and reviewing inbox history, then a supported period answering calls
Likely joins an all-day virtual office (Google Meet) given the business's open-plan, d ---------- -out-loud culture

Why This Role

Genuine ownership of the front end of a busy, reactive service business
Real autonomy to make scheduling decisions, not just execute instructions
Join a tight-knit, easygoing team that values rapport and straight talk over formality
A business actively looking to build out VA support further, with room to grow into more as trust is established

How to Apply

To be considered, please complete this form and include a short video introduction — ideally one that clearly demonstrates spoken English and listening comprehension.

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