Job Description
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Title: B-CPT-10769 Bilingual Customer Service & Administrative VA
Independent Contractor – Bilingual Business Support VA / Entry to Senior Level (Remote).
Overview
20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.
The client operates a multi-location insurance agency serving customers across several product lines including home, auto, and commercial insurance. The agency already utilizes a remote workforce and is seeking an additional Business Support Virtual Assistant to assist with inbound phone support, renewal tracking, and general administrative tasks.
The VA will act as a frontline communication point for incoming calls, helping route inquiries to the appropriate department while supporting backend administrative workflows within the agency’s CRM system.
This role requires strong communication skills, reliability, and a positive attitude, as the VA will be interacting with both customers and internal team members daily.
The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.
Scope of Services
Contractors will be required to provide services that align with the following client tasks:
- Phone & Customer Support
- Answer incoming calls through RingCentral.
- Communicate with clients in both English and Spanish.
- Identify whether calls are related to service or sales inquiries and route accordingly.
- Assist callers with basic information requests before transferring to the appropriate department.
- CRM & Ticket Management
- Monitor incoming tickets generated through the agency’s CRM system.
- Ensure inquiries are assigned and addressed when representatives are unavailable.
- Maintain accurate records of client interactions.
- Policy Renewal Monitoring
- Track daily policy renewals within the CRM.
- Verify renewal status and confirm payment completion.
- Send follow-up communications via text, email, or phone when renewals are pending.
- Administrative Support
- Update client records and renewal status in the CRM.
- Maintain simple client lists and ensure information remains organized and current.
- Support internal team workflows using the agency’s documented SOPs.
Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.
Skills
The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:
IDEAL CANDIDATE PROFILE
- Has excellent bilingual communication skills (English and Spanish).
- Is reliable, professional, and punctual.
- Maintains a positive attitude when interacting with clients.
- Is comfortable working in structured processes with defined SOPs.
- Can manage multiple inbound inquiries and administrative tasks simultaneously.
QUALIFICATIONS
- Prior experience in customer service or call center roles.
- Experience working with CRM systems.
- Comfortable handling inbound calls and routing inquiries appropriately.
- Strong written and verbal communication skills in English and Spanish.
- Experience working with insurance agencies or financial services is a plus but not required.
APPLICATION SOFTWARE KNOWLEDGEABLE / REQUIRED
- RingCentral (or similar VOIP system)
- AgencyZoom CRM (training will be provided)
- Email and text communication tools
- Google Workspace or Microsoft Office
Work Schedule
- Contracted Hours per Week: 40 Hours
- Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
- Daily Working Time: 9 AM to 6 PM PST
Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.
Terms of Engagement
- Contractors will operate under a Master Services Agreement and a Statement of Work
- This is not an offer of employment; contractors are not employees of 20four7VA or any client
- All compensation is processed through 20four7VA according to the terms of the engagement
Role Summary & Requirements
- REQUIRED SERVICE: Bilingual Business Support
- REQUESTED EXPERIENCE TIER LEVEL: Entry to Senior Level
- Contracted Hours per Week: 40 hours/week
- Daily Working Time: 9 AM-6 PMPST
- Scheduled Working Days: Monday-Friday
- REPORTING TO/POC: To Be Determined
- Number of VAs: 1
- GENDER PREFERENCE: None
- LANGUAGES SPOKEN/PREFERENCE: Bilingual English / Spanish required
- ACCENT PREFERENCE: Level A–B (native or near-native English accent required)
- REGION PREFERENCES: Any
What we offer
- Competitive rates
- Weekly payments
- Various open roles are available
- Free training and upskilling
- Constant support and guidance
- A vibrant community always ready to support you
- And more!
