Cpt - 10364 Remote Operations & Phone Support VA - Remote Eligible

CPT-10364 Remote Operations & Phone Support Va

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.

Remote Operations & Phone Support VA is responsible for managing all remote, customer-facing, and system-driven aspects of the business. This includes handling inbound leads, screening renters, managing payments and agreements, coordinating vehicle pickups, overseeing renewals, and maintaining accurate records across CRM and internal systems. This role requires strong communication skills, sound judgment, speed, attention to detail, and the ability to follow SOPs while escalating issues appropriately. The specialist must have prior experience operating within GoHighLevel (GHL), as all core systems, communications, contracts, payments, and workflows are fully custom-built inside GHL. The VA acts as the gatekeeper of the fleet, ensuring only qualified renters are approved and that every vehicle on the road is properly documented, paid, and protected. This is a performance-based role with clear metrics tied directly to utilization, cash flow, and customer experience.

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.

Contractors will be required to provide services that align with the following client tasks:

• Lead Management & First Response Monitor inbound leads from all channels (website, Facebook, ads, referrals) Respond within SLA (target: under 2 minutes during shift) Send correct application links Answer basic renter questions using approved scripts Maintain professional, confident, and compliant communication
• Renter Screening & Approval Review applications for completeness and accuracy Verify: Driver's license validity Background check Minimum age requirements Clear documentation and photos Responsiveness and payment readiness Identify red flags (fraud, evasion, non-compliance) Approve or deny renters based on FastLane criteria Document decisions in CRM
• Payments & Deposits Send payment links for deposits and weekly rentals Track payment status in real time Follow up on unpaid or failed payments Ensure no vehicle proceeds without confirmed payment Log payments correctly in CRM and folders
• Agreements & Compliance Send rental agreements via GHL Ensure agreements are signed before pickup Confirm agreement accuracy (dates, rates, renter info) Save signed agreements in correct folder structure Maintain 100% documentation compliance
• Contracts, Payments & Pickup Coordination Send contracts directly from GHL Ensure deposit and first week payment are collected at time of contract signing via GHL Confirm payment completion before any pickup is scheduled Schedule vehicle pickups only after full compliance Send pickup instructions and expectations Confirm renter understanding of: Fuel policy Toll policy (SunPass) Renewal schedule Vehicle care responsibilities Update vehicle status to Active
• Active Renter & Renewal Management Monitor upcoming renewals daily Send renewal reminders 48 hours in advance Process renewal payments Escalate late payments according to protocol Maintain utilization and prevent downtime
• Customer Support & Issue Handling (GHL Only) Handle inbound calls and messages from active renters Address: Payment questions Basic vehicle issues (non-mechanical) Scheduling and extensions Escalate: Accidents Mechanical issues Non-payment or policy violations
• Partner & Owner Communication (Limited) Notify internal team when vehicles go live Communicate status updates when required Follow escalation rules — VA does not make exceptions
• CRM, GHL & Fleet System Management Maintain accurate GHL pipeline stages Update renter, vehicle, and partner records in GHL in real time Update renter and vehicle records in real time Ensure notes are complete and actionable Maintain data integrity across systems
• Document Control, Insurance & File Management File documents same day in both Google Drive and GHL Maintain folder structure: Renters Vehicles Agreements Payments Maintenance Drivers license photos from Stripe Identity queue Verify and store: Partner vehicle registration & insurance Renter-provided insurance documents Ensure documents are easy to audit
• Communication Channels Handled GHL phone system (calls) GHL SMS/texting GHL email

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.

The Contractor must demonstrate proficiency in the following, depending on the Client's requirements:

• Hard Skills Strong English (written & spoken) Hands-on experience with GoHighLevel (GHL) is required Experience with: CRM pipelines & automations GHL calling & texting GHL contracts & payment processing Google Drive file management Ability to follow SOPs precisely Comfort handling money-related conversations
• Soft Skills Fast response time Calm under pressure Confident decision-making Detail-oriented Firm but polite communication High integrity and reliability

Performance Metrics (KPIs)

• Average response time: < 2 minutes
• % contracts signed with payment collected (target: 100%)
• % agreements signed before pickup (target: 100%)
• Renewal on-time rate (target: 100%)
• Insurance document compliance rate (target: 100%)
• Documentation same-day compliance
• Escalation accuracy (no missed issues)

Authority, Compensation & Limitations VA Is Authorized To:

• Approve/deny renters within criteria
• Send payment and agreement links
• Schedule pickups
• Enforce policies consistently

Compensation Structure:

• Fixed monthly salary (non-commissioned role)

Rental Operations Specialist Is Not Authorized To:

• Change pricing
• Waive deposits or fees
• Approve exceptions
• Allow pickup without full compliance

Maintenance & Mechanic Coordination:

• Monitor GPS platform daily
• Ensure inspections automatically generate mechanic tasks
• Confirm tasks include: Vehicle internal stock # Vehicle details Current renter name & contact info Touch base weekly with mechanic to confirm schedule

Escalation Rules (Summary) Escalate immediately if:

• Payment is 24+ hours late
• Fraud is suspected
• Accident or damage is reported
• Renter refuses to comply with agreement

Shift Structure (Flexible) Coverage aligned with lead volume Must include peak inquiry windows Clear handoff notes between shifts

Fleet Tracking & Insurance Follow-Ups:

• Update Fleet Tracker Google Sheet with: Vehicle status Insurance expiration dates Registration expiration dates
• Create follow-up tasks in GHL for each vehicle Initiate outreach 14 days prior to insurance expiration for renters and partners Ensure new insurance copies are received and saved before expiration

This is a fixed-salary, high-responsibility role that directly protects fleet utilization, insurance compliance, and revenue continuity. The Rental Operations Specialist operates as an extension of ownership and must follow systems and SOPs without deviation.

Work Schedule:

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Monday through Friday
• Daily Working Time: 9:00 AM – 6:00 PM EST

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.

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.

By submitting your application, you acknowledge that this opportunity is for an independent contractor engagement and not an offer of employment. All applications will be reviewed based on alignment with client needs, qualifications, and availability. If selected, a member of our team will reach out to discuss next steps