Virtual Assistant – Customer Service Representative, Office Administrator

Remote Insurance Team

. Answer and make inbound and outbound service calls professionally, courteously, and promptly .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on effective communication, attention to detail, and the ability to manage inquiries and issues professionally. Proficient in CRM systems and data entry, with a commitment to maintaining confidentiality and accuracy in handling customer information.

Highest-signal resume keywords

Customer Service ExperienceCRM ProficiencyData Entry SkillsEmotional IntelligenceVerbal Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryCall HandlingOrder ProcessingIssue ResolutionDocumentationAccuracy VerificationMultitaskingTime ManagementAdministrative SupportOffice Management

Soft Skills

EmpathyProfessionalismTeam CollaborationAttention to DetailListening Skills

Tools & Technologies

CRM PlatformsCall-Handling SoftwareWindows 11

Industry Keywords

Customer SatisfactionConfidential Information HandlingU.S. Business HoursVirtual AssistantInsurance Policy Administration

About the role

Key responsibilities & impact

Answer and make inbound and outbound service calls professionally, courteously, and promptly
Assist customers with inquiries, issue resolution, and order or policy processing
Handle frustrated or upset customers with empathy and professionalism
Make follow-up, verification, and occasional account-specific outbound calls
Follow call scripts and standard operating procedures while applying sound judgment
Escalate complex issues to the appropriate department or team member
Perform data entry, documentation, filing, and follow-ups
Confirm and cross-reference data for accuracy
Verify customer information and submit it to necessary recipients
Manage email correspondence with customers and internal teams
Handle pre- and post-sale administration of personal and commercial insurance policies
Record and update customer information in CRM and other software systems
Comply with requirements for handling confidential and personal information
Collaborate with team members to deliver excellent customer service
Meet or exceed quality, accuracy, and customer satisfaction targets
Participate in team meetings, training sessions, and performance reviews
Learn and follow company policies, procedures, and processes

Requirements

What you’ll need

Proven experience in customer service, call center, administrative, office management, or virtual assistant roles (preferably supporting U.S.-based clients)
Fluent in English
Exceptional verbal communication and listening skills
Extreme attention to detail and accuracy
Excellent data entry and typing skills
Strong computer literacy, with proficiency in CRM platforms, call-handling software, and other systems
Strong emotional intelligence and ability to de-escalate challenging calls
Ability to multitask, prioritise, and manage time effectively, including under pressure
Willingness to learn new processes and software
High level of professionalism and accountability
Ability to work effectively in a team environment
Reliable fiber internet connection (50 Mbps preferred)
Loadshedding provisions, such as backup power for internet and computer
Laptop or desktop computer running Windows 11
Quiet, distraction-free workspace
Willingness to work U.S. business hours; non-negotiable

Benefits

Comp & perks

Competitive salary based on experience
Remote work flexibility
Training provided by a licensed agent
Support from a dedicated VA Support specialist
A supportive and collaborative team environment
Opportunities for career growth and skill development