Seasoned Virtual Assistant & Customer Service Specialist – Expert Scheduler & Dispatch Coordinator for a Rapidly Expanding Plumbing Solutions Provider at brighthush

About brighthush – Where Tradition Meets Tomorrow in Plumbing

brighthush is more than a plumbing service; it’s a movement that blends time‑tested craftsmanship with cutting‑edge technology to deliver reliable, high‑quality solutions to homeowners and businesses across Ottawa and beyond. Our mission is simple: keep homes and offices running smoothly while redefining what it means to be customer‑centric in the service industry. With a focus on operational excellence, continuous growth, and a culture that values every team member, we’re inviting a dedicated Virtual Assistant to become the heartbeat of our front‑office operations.

Why brighthush is the Ideal Place to Grow Your Career

At brighthush, you’ll join a dynamic, fully remote team that thrives on innovation, collaboration, and a customer‑first mindset. We empower you to balance professional growth with personal well‑being through flexible schedules, a supportive culture, and a commitment to your success. Here’s what you can look forward to:

• Competitive Compensation: Base salary of ₱40,000+ per month, with performance‑based bonuses and annual reviews.
• Health & Wellness: Comprehensive health, dental, and vision insurance packages for eligible employees.
• Unlimited Paid Time Off: Take the time you need to recharge, with a generous holiday schedule.
• Learning & Development: Access to a curated learning portal featuring courses in customer service, scheduling software, field‑service management, and more.
• Team Culture: Monthly virtual socials, hackathons, wellness challenges, and a culture that celebrates wins together.
• Career Pathways: Opportunities to transition into senior operations, project management, or field‑service leadership roles.

Role Overview

As the primary point of contact for brighthush’s customers, you will manage inbound and outbound communications, schedule plumbing appointments, coordinate dispatch, and provide essential administrative support. Your professionalism, organizational prowess, and proactive attitude will ensure that every customer interaction reflects the high standards of brighthush.

Key Responsibilities

Customer Service & Communication

• Answer inbound calls from potential and existing customers with a friendly, solution‑oriented approach.
• Collect accurate customer, service, and lead information during calls.
• Enter and maintain customer data in our CRM system.
• Make outbound calls for follow‑ups, appointment confirmations, and service reminders.
• Manage email communications and provide general inbox support.
• Respond to customer inquiries via online chat and other digital channels.
• Identify and route complex issues to the owner or relevant team members.

Scheduling & Dispatch

• Schedule plumbing service appointments based on customer needs and technician availability.
• Coordinate dispatch activities to support efficient routing and timely service.
• Maintain the business calendar and ensure all appointment information is accurate.
• Handle changes, cancellations, and rescheduling requests promptly.
• Communicate relevant appointment details to customers and field technicians.
• Proactively monitor scheduling gaps and conflicts, proposing solutions before issues arise.

Administrative & Office Support

• Perform routine day‑to‑day administrative tasks that support the plumbing business.
• Maintain accurate customer and operational records.
• Provide general front‑office and operational support.
• Keep information, calendars, and administrative records organized and up to date.
• Assist with coordination tasks that help maintain smooth daily operations.

Customer Follow‑Up & CRM Management

• Follow up with customers after completed services to ensure satisfaction.
• Request customer reviews and feedback to improve service quality.
• Maintain and update CRM records, including service history and job notes.
• Ensure all customer information and job‑related records are accurately documented.

Billing & Business Support

• Assist with basic invoicing and billing activities.
• Support payment processing and follow‑up for completed jobs.
• Help with other routine administrative processes related to completed service calls.

Team & Escalation Support

• Assist with onboarding and scheduling coordination for newly hired plumbers.
• Filter and route escalated customer calls to the owner when appropriate.
• Identify complex customer, vendor, or operational issues that require owner involvement.
• Ensure relevant information is collected before escalating an issue so the owner can address it efficiently.

Essential Qualifications

• Previous experience in customer service, virtual assistance, scheduling, dispatch, or administrative support.
• Excellent spoken and written English communication skills.
• Comfortable answering and making phone calls as a regular part of the role.
• Professional, friendly, and confident telephone manner.
• Strong organizational and time‑management skills.
• High attention to detail when recording customer information and scheduling appointments.
• Ability to manage multiple conversations, appointments, and administrative tasks without losing track of details.
• Comfortable working independently and following through on tasks without constant supervision.
• Reliable and responsive, particularly when handling customer inquiries and scheduling matters.
• Ability to remain calm and professional when dealing with frustrated customers or changing schedules.

Technical Skills

• Experience using CRM or customer management systems.
• Experience with scheduling or calendar management tools.
• Proficiency with email and online communication platforms.
• Comfortable working with spreadsheets and basic administrative systems.
• Experience with dispatch, field‑service, or appointment‑management software is a strong advantage.

Nice‑to‑Have

• Previous experience in a plumbing, HVAC, electrical, construction, or other field‑service business.
• Previous dispatch or service coordination experience.
• Experience working with technicians or field‑service teams.
• Experience handling customer inquiries for home‑service businesses.
• Familiarity with invoicing, billing, or payment processing.
• Experience with review‑generation or customer follow‑up processes.
• Experience supporting the onboarding of field technicians or service personnel.

Work Ethic & Behavioral Expectations

• Customer‑focused: Treat every customer interaction professionally and understand the importance of a positive first impression.
• Organized: Keep appointments, customer information, communications, and follow‑ups accurately tracked.
• Responsive: Understand that missed calls and delayed responses can directly affect revenue.
• Calm under pressure: Handle multiple incoming requests and scheduling changes without becoming overwhelmed.
• Proactive: Follow up on outstanding items rather than waiting for reminders.
• Detail‑oriented: Especially when entering customer information and coordinating appointments.
• Dependable: Manage the front‑office workflow consistently.
• Clear communicator: Know when to resolve an issue independently and when to elevate it to the owner.

Success Metrics

First 30 Days

• Become familiar with brighthush’s services, customer communication processes, scheduling workflow, and dispatch procedures.
• Consistently answer and document customer inquiries accurately.
• Learn the company’s calendar, CRM, and other core systems.
• Successfully manage routine appointment scheduling with appropriate guidance.

Within 90 Days

• Independently manage inbound customer calls and routine inquiries.
• Reliably coordinate plumbing appointments and dispatch activities.
• Maintain accurate customer and scheduling information.
• Proactively follow up with customers and outstanding administrative tasks.
• Reduce the owner’s involvement in routine customer service and scheduling matters.

Ongoing Success

• Customer calls and inquiries are answered promptly and professionally.
• Plumbing appointments are scheduled accurately and efficiently.
• Dispatch and calendar information remains organized and current.
• Customers receive timely communication before and after service.
• Routine administrative issues are handled without unnecessary owner involvement.
• Escalated issues reach the owner with the relevant information already gathered.
• The owner can focus on growing the plumbing operation rather than managing day‑to‑day front‑office coordination.

What We Offer Beyond the Basics

At brighthush, we believe in investing in our people. That’s why we provide:

• Mentorship Programs: Pairing you with senior team members to accelerate learning.
• Cross‑Functional Projects: Opportunities to collaborate with marketing, operations, and tech teams.
• Innovation Time: Dedicated hours each month to explore new tools or process improvements.
• Recognition & Rewards: Monthly shout‑outs, spot bonuses, and an annual “Employee of the Year” award.

How to Apply

If you’re a proactive, customer‑centric professional ready to make a tangible impact at brighthush, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

Salary: ₱40,000+ per month

Apply now to join a team that values excellence, innovation, and a commitment to customer satisfaction.