Office Admin

Office Admin (Remote)

Marlin Softwash

About Marlin Softwash

Marlin Softwash is committed to delivering top-tier service, professionalism, and customer care. We are building a team of dependable people who take pride in their work and want to grow with a company that values excellence, organization, and integrity.

At Marlin Softwash, we pride ourselves on delivering exceptional customer service and high-quality exterior cleaning services throughout our community. We are looking for a reliable, detail-oriented, and proactive Virtual Assistant to support our office operations and help ensure nothing falls through the cracks.

This role is ideal for someone who enjoys organization, customer communication, follow-up systems, and helping a fast-paced service company operate efficiently.

Position Overview

The Virtual Assistant supports the office by handling daily administrative and revenue-protecting tasks including:

● Customer follow-up
● Estimate follow-up
● Schedule management
● Accounts receivable outreach
● CRM organization and lead tracking
● Overflow phone support

This role helps free up the office team to focus on higher-level coordination and inbound customer communication.

This is a remote position with long-term growth potential.

Primary Responsibilities

Customer Follow-Up & Booking

● Contact customers the next business day after service completion
● Confirm customer satisfaction and address basic concerns
● Offer recurring or seasonal services when appropriate
● Introduce Christmas light installation services using approved scripts
● Log all call outcomes in HouseCall Pro

Estimate Follow-Up

● Review open and pending estimates multiple times per week
● Follow up with prospects who have not responded
● Help answer customer questions and encourage booking
● Record declined estimate reasons in HouseCall Pro
● Archive declined quotes properly

Schedule & Capacity Management

● Review upcoming crew schedules daily
● Monitor daily revenue targets for crews
● Identify overbooked or underbooked days
● Notify the office of scheduling opportunities or concerns
● Maintain schedule organization and efficiency

Accounts Receivable Support

● Contact customers with overdue invoices
● Follow approved accounts receivable scripts professionally
● Track payment arrangements and outreach attempts
● Escalate disputes or credit requests to management
● Update invoice statuses inside HouseCall Pro

Lead Source & CRM Management

● Audit and organize incoming lead sources daily
● Ensure all leads are properly tagged
● Correct missing or inaccurate CRM data
● Update marketing tracking spreadsheets
● Maintain clean and accurate records

Google Local Services Ads (LSA) Management

● Update approved lead information in the LSA dashboard
● Archive unapproved quotes
● Maintain accurate lead tracking information
● Follow company procedures regarding LSA management

Overflow Phone Support

● Answer overflow inbound calls when needed
● Assist with scheduling and estimate requests
● Handle basic customer service inquiries
● Escalate advanced issues to the office team
● Log call outcomes inside HouseCall Pro

Requirements

● Excellent verbal and written English communication
● Strong organizational and multitasking skills
● High attention to detail
● Comfortable making outbound phone calls
● Reliable high-speed internet connection
● Quiet and professional work environment
● Ability to follow systems and procedures consistently
● Positive attitude and professionalism

Preferred Qualifications

● Previous virtual assistant experience
● Customer service or call center experience
● CRM experience (HouseCall Pro preferred)
● Home service industry experience is a plus

Key Performance Expectations

● 100% of completed jobs followed up within 1 business day
● Accurate CRM and lead source tracking
● Daily schedule reviews completed on time
● Consistent follow-up on overdue invoices
● Professional and timely customer communication

Compensation & Schedule

● Remote position
● Part-time or Full-time opportunities available
● Competitive pay based on experience
● Long-term growth potential for the right candidate

*Required Audio Recording*
An audio recording is required to be considered for this position.
Please record yourself reading the script provided below and attach the audio file along with your resume when submitting your application.
Applications submitted without the required audio recording will not be considered.
Script to Read
Please state the following script exactly as written:

"Hello! Thank you for calling Customer Support. My name is [Candidate Name], and I would be happy to help you today.

I completely understand how frustrating an unexpected delay can be, but please don't worry—I am reviewing your account details right now to make sure we get this resolved quickly.

Before we proceed, could you please confirm the best phone number and email address to reach you, just in case we get disconnected?

Perfect, thank you! I have updated your file, sent a confirmation receipt directly to your inbox, and scheduled your follow-up for tomorrow morning. Is there anything else I can assist you with today? Great! Thank you for choosing our team, and have a wonderful afternoon."