After-Hours Call Center Support (Remote)

Company: QualityPro Pest & Wildlife Services
Location: Remote – Philippines
Hours: 5:00 PM – 5:00 AM EST (Overnight Shift)
Reports To: Vice President, QualityPro Pest & Wildlife Services

Overview
QualityPro Pest & Wildlife Services, one of the highest-rated pest and wildlife control companies in Westchester County, NY, is seeking a reliable, detail-oriented, and customer-focused Virtual Assistant to handle after-hours call center support. This role is essential for ensuring our customers receive timely, compassionate, and accurate responses outside of normal business hours. You will be the first point of contact for urgent pest and wildlife concerns, accurately documenting client information in GorillaDesk (GD), and coordinating emergency response when needed.

Responsibilities
Answer inbound after-hours calls in a professional, friendly, and empathetic manner.

Document client details directly into GorillaDesk, ensuring accuracy and completeness.

Schedule appointments in GorillaDesk when possible, following company guidelines and availability.

Identify and escalate true emergencies by transferring calls to the on-call technician.

Redirect wildlife rehabilitation calls (e.g., for injured animals) to the appropriate rehabber or partner agency.

Follow scripted protocols for handling different types of calls, ensuring consistency and compliance.

Provide basic service information to callers and answer frequently asked questions.

Maintain call logs for tracking purposes and internal review.

Communicate promptly with the management team on any critical issues or unusual situations encountered during the shift.

Requirements:
Proven experience in call center, CSR, or virtual assistant roles, preferably in service-based industries.

Ability to work overnight shifts (Philippines daytime).
Excellent spoken and written English communication skills.
Strong attention to detail and ability to accurately enter data into CRM systems.
Familiarity with GorillaDesk or similar service scheduling software preferred.
Ability to follow scripts while still providing warm, empathetic customer service.
Reliable internet connection, backup power plan, and a quiet workspace.
Problem-solving skills and the ability to remain calm under pressure.
Experience handling emergency call escalation is a plus.

Benefits
Competitive hourly rate (based on experience).

Work from home.

Stable, long-term position with a reputable U.S.-based company.

Paid training on company systems and procedures.

Opportunity to grow within the organization.

To Be Considered for This Role
We want to get to know you better! Please send a short audio or video recording answering the following questions:

Why are you interested in working remotely for a U.S.-based company like QualityPro, and what makes you a good fit for this role?

You can record using your phone or computer—no need for fancy editing!