Lead Virtual Assistant - (Remote)

Description:

Be the central administration and operations hub for a growing plumbing company in Australia. We are looking for a dedicated Lead Virtual Assistant to manage day-to-day administration, communication, and operational tasks efficiently.

What you'll Do:

• Reception & Inbound Communications: Manage all inbound calls, Podium text messages, and emails — triaging, actioning, or escalating promptly and professionally.
• Job & Lead Administration: Set up new leads, quote information, and work orders in Simpro accurately and promptly, including real estate managed properties.
• Operations Oversight: Oversee plant, equipment, and fleet administration — servicing schedules, registrations, and insurance records, flagging renewals ahead of due dates.
• Accounts & Debtor Control: Manage accounts receivable, payment allocation, and purchase orders; own debtor follow-up with a clear, reliable tracking system.
• Team & Training: Mentor the Support VA as the program grows and help maintain simple, practical SOPs for consistent onboarding.

What we're looking for:

• Experience using Simpro — required.
• Clear, professional English-speaking phone manner — you will be the primary voice of the business.
• Strong written and verbal communication skills for client and supplier correspondence.
• Exceptional organisational skills and attention to detail in data, job set-up, and documentation.
• Calm, accurate, and on top of things under pressure, with strong prioritisation skills.
• Autonomy and sound judgement — knowing when to escalate rather than guess.
• A proactive, ownership-driven approach with a natural inclination toward process improvement.
• Discretion and confidentiality when handling sensitive information.
• Comfortable working a Thursday–Monday roster, including weekend hours.
• Reliability and genuine commitment — this is a long-term, trust-based role.

Nice to Have (Not Required):

• Familiarity with Podium, Microsoft 365, or Google Drive.
• Comfort using AI tools such as ChatGPT or Claude.
• Prior admin or operations support experience, ideally in a trade or services business.