Senior Virtual Assistant – Lead Response & Client Support (Full-Time)

Company: The Grand UpperRoom
Location: Remote (Philippines-based)
Industry: Event Venue / Client Services

About Us
The Grand UpperRoom is a growing event venue business based in Texas, USA. We operate with established systems, scripts, and automation and are seeking an experienced Virtual Assistant who can execute consistently, follow workflows accurately, and ensure no lead or client inquiry is missed.
This role is not entry-level. We are looking for someone who can work independently within defined processes and does not require frequent reminders or supervision.

Role Overview
You will manage inbound client communication, review and follow up on leads, coordinate appointments and tours, and support the processing of booked clients through our internal systems. Success in this role depends on timeliness, organization, follow-through, and attention to detail, not creative writing.

Key Responsibilities
• Monitor and manage inbound communication across phone, SMS, email, and integrated inboxes, ensuring all inquiries are acknowledged promptly
• Review new and existing leads daily and take appropriate follow-up actions according to established workflows and priorities
• Schedule, confirm, and coordinate phone consultations and venue tours, including reminders, updates, and follow-ups
• Maintain accurate and organized records of all client interactions, outcomes, and next steps within the CRM
• Collect and verify essential client details (event type, date/date range, guest count, contact information) during initial interactions
• Process booked clients within internal systems, including preparing proposals, invoices, and related communications using approved templates and workflows
• Support client communication following proposals and invoices, including sending follow-up emails and texts using approved snippets and automations
• Respond to messages across multiple platforms (Google, social media, online directories, etc.) while balancing calls and scheduled tasks
• Identify and escalate sensitive or out-of-scope matters (refunds, cancellations, payment or contract concerns, complaints, unclear requests) to management using proper channels
• Conduct virtual venue tours when assigned (training and camera access provided) to support lead qualification and booking decisions
• Support general administrative tasks related to client communication, scheduling, and internal coordination as needed

Systems & Tools
• We use CRM and booking platforms such as GoHighLevel, Dubsado, Eventective, and Peerspace
• GoHighLevel is used primarily for customer communication and booking workflows
• Dubsado is used for proposals, contracts, invoicing, and client records
• Eventective and Peerspace are used mainly for lead capture and initial conversations
• Training will be provided; experience with similar CRM or client management platforms is highly transferable

Requirements
• Fluent in written and spoken English with a professional, client-friendly tone
• Comfortable communicating with North American clients via phone, text, and email
• Spanish proficiency is a plus but not required
o Spanish-speaking inquiries may occasionally be supported using scripts, templates, or tools such as Google Translate
o Native or conversational Spanish fluency is not required
• Minimum 2 years of experience as a Virtual Assistant, Administrative VA, or Client Support VA
• Comfortable handling phone calls, follow-ups, appointment coordination, and client processing tasks
• Highly organized, detail-oriented, and reliable with deadlines and follow-through
• Proficient in working with multiple CRMs and able to quickly learn a new CRM
• Confident using Google Workspace (Gmail, Docs, Sheets, Calendar)
• Able to follow scripts, templates, and processes exactly as provided
• Stable internet connection and quiet work environment
This role is not suitable for candidates who:
• Need constant direction or reminders
• Prefer creative work over structured execution
• Avoid phone calls, documentation, or system-based tasks

Availability & Scheduling
• Coverage is required within a 14-hour window between 8:00 AM and 10:00 PM CST
• This role will follow an assigned shift within that window
• Includes scheduled rotational weekend coverage, with shifts assigned in advance
• Schedules are set ahead of time to ensure predictability and work-life balance

Work Schedule
• Full-time: 40 hours per week
• Fixed, assigned shift aligned with business needs
• Long-term position for the right candidate

Compensation
• $700 – $900 USD per month (?40,500 – ?52,000 PHP) full-time, based on experience and role alignment
• Paid bi-weekly on a regular schedule (final pay frequency discussed during hiring)
• Opportunities for performance-based bonuses tied to booking outcomes and overall contribution may be available after onboarding and probation

How to Apply
Please include:
1. Your resume
2. A short introduction summarizing your VA experience
3. Your years of experience and types of roles you’ve handled
4. Any CRM platforms or client management tools you’ve worked with
Important:
• When applying, please include “Process-Driven VA” in the subject line or first line of your application so we know you read the full job description.
• At the end of your application, briefly answer this question:
What is one thing you do to make sure no lead or client follow-up is missed?
Applications that do not follow these instructions may not be considered.