Website Rockland Handyman Services
About Us
We are a fast-growing home services company based in New York, USA, operating two brands – Rockland Handyman Services and Drawers & More (custom storage and organization solutions), with a third brand launching soon. Our field teams are on job sites every day serving homeowners across Rockland County, and we need a sharp, reliable remote assistant to be the voice and backbone of operations during the morning shift.
The Role
This is a full-time, long-term remote position. You will own the morning window – from before our field crews leave for job sites until early afternoon. Every call answered, every client updated, every invoice sent, and every technician coordinated during your shift is your responsibility. We run detailed written SOPs for every process so you always know exactly what to do and how to handle it.
Hours: 7am – 3pm EST (1pm – 9pm SAST), Sunday through Thursday, with occasional Friday coverage on rotation. Saturdays are always off. Note that shift times may evolve as we grow our team, and there is flexibility to swap to an alternative shift on Fridays.
What You’ll Be Doing
• Answering and returning client calls – booking jobs, confirming appointments, handling scheduling changes
• Communicating with field technicians before and during their shifts – ETAs, job details, any issues
• Resolving billing questions and payment disputes independently using our SOPs
• Sending invoices, tracking payments, and flagging overdue accounts
• Maintaining client records and job notes in our platform
• Handling inbound inquiries across phone, email, and text
• Writing and scheduling social media content for Facebook and Instagram across all brands
• Responding to Google reviews and online messages
• Completing a clean written handoff at the end of every shift – nothing falls through
What We’re Looking For
• Native or near-native English speaker with a neutral, professional phone manner – our clients are American homeowners and must feel fully at ease speaking with you
• 2+ years in admin, virtual assistant, customer service, or office operations
• Reliable fibre internet, quiet dedicated workspace, your own computer and headset
• Available 7am – 3pm EST (1pm – 9pm SAST), Sunday through Thursday
• Self-starter who can follow SOPs and work independently without constant check-ins
Message us on WhatsApp
Remote Client Communications & Operations Assistant
Primary Skills (Required) • Professional phone manner and spoken English – clear, neutral, confident with American clients • Client communication – inbound/outbound calls, texts, emails, appointment booking, scheduling • Invoicing and billing – sending invoices, tracking payments, handling disputes via SOP • Field coordination – communicating job details, ETAs, and updates between office and technicians • Shift handoff documentation – clean written summaries, nothing carried over unresolved Secondary Skills (Strong Preference) • Social media content creation – Facebook and Instagram scheduling across multiple brands • Google review and online inbox management • Canva or basic graphic design for posts and marketing assets • Bookkeeping or QuickBooks data entry Soft Skills • Self-directed – works independently without micromanagement • SOP-driven – follows documented processes precisely and flags gaps • Reliable – shows up on time, every shift, no excuses • Detail-oriented – nothing falls through on their watch • Professional under pressure – handles difficult clients calmly and by the book Technical Requirements • Fibre internet (non-negotiable) • Quiet dedicated workspace • Own computer and headset • WhatsApp for team communication