Virtual Receptionist

Job title: Virtual Receptionist

Location: Remote, United States (not available in CA, CT, DC, IL, NY, OR, WA)

Employment type: Full-time or part-time, hourly W2

Department: Operations Reports to: Team Supervisor

About Zirtual

Founded in 2013, Zirtual is one of the original virtual assistant companies in the United States. We connect businesses and professionals with skilled virtual support across administrative, executive, personal and communication functions. When a caller reaches one of our clients, our Virtual Receptionists are the people making that first impression.

Be the Voice Behind Our Clients' Businesses

At Zirtual, our Virtual Receptionists are often the first person a caller talks to when they contact one of our clients. You're not just answering a phone. You're representing a business, making a strong first impression, and making sure every caller feels heard and taken care of.

We're looking for friendly, professional, dependable people who enjoy helping others. You'll support Zirtual clients across many industries and learn their businesses, preferences and processes, so their customers get a seamless experience.

If you can make a stranger feel like they're talking to a familiar, trusted professional, we can teach you the systems and tools. Your personality, professionalism and ability to connect with people are what matter most.

What You'll Do

• Answer incoming calls promptly, professionally and warmly for multiple client businesses
• Be the first point of contact and create a positive experience for every caller
• Identify each caller's needs and give accurate information using client scripts and resources
• Schedule, reschedule and confirm appointments in client booking systems
• Take detailed, accurate messages and get them to the right person
• Transfer or conference calls to clients when their script calls for it
• Screen solicitation and robo calls while making sure real callers are handled properly
• Place outbound calls for clients, including appointment scheduling, lead follow-up, questionnaires, surveys and discovery calls
• Document every call and interaction accurately in client and Zirtual systems
• Follow client procedures, communication guidelines and scripts
• Protect confidential client and customer information
• Stay logged in and ready to take calls throughout your scheduled shift
• Meet individual and team call and performance targets
• Keep your availability calendar current so your supervisor can build the team schedule
• Complete all required and ongoing training on time
• Stay connected with your supervisor and team on Slack and the virtual office

What We're Looking For

Friendly and personable. You enjoy talking with people and can make any caller feel welcome, whether it's their first call or their fifteenth.

Professional. You know your voice and attention to detail represent both Zirtual and our clients.

A great listener. You listen carefully, ask good questions and make sure you understand what a caller needs before you act.

Calm under pressure. You stay patient with frustrated callers, busy periods and unexpected questions.

Detail-oriented. You know a missed detail in a message or appointment can have a real impact on a client's business.

Adaptable. Every client is different, and you're comfortable learning new businesses, processes and systems.

Dependable. Our clients count on us to be there when their customers call. Reliability and punctuality are essential.

Tech comfortable. You don't need to be an expert, but you should be at ease working in several browser-based apps at once.

Our Hiring Process

1. Apply (about 5 minutes)
2. Aptitude check: a typing test and a quick internet connection test from your home office
3. Interview with our team
4. Skills assessment: watch a short "day in the life" overview, complete a few questions, and do a live practice call from your home setup
5. Offer

*A Bluetooth headset and second monitor may be provided if needed.

Requirements

Experience and Skills

• At least 6 months of customer service experience, ideally phone-based
• Strong verbal communication and active listening skills
• A professional, personable phone presence
• Typing speed of at least 40 WPM with 100% accuracy
• Ability to multitask, prioritize and manage your time
• Ability to follow detailed procedures and client-specific instructions
• High school diploma or equivalent
• Must live in a U.S. state where we hire. We're currently unable to hire in California, Connecticut, Illinois, New York, Oregon, Washington or Washington DC. If you plan to move to another state while employed, you'll need to give us advance notice, and moving to one of these locations may affect your eligibility for the role.
• Availability for shift coverage when needed, sometimes with short notice

Your Home Office

Required:

• A laptop or desktop running Windows 11 with at least 16 GB of RAM, or a Mac with Apple silicon (M1 or newer) running macOS 14 Sonoma or later, with at least 8 GB of RAM. Most computers from the last 3 years qualify.
• At least one screen, and a computer that can connect an external monitor. Desktop users will need their own first monitor.
• You'll take calls on a wired Ethernet connection to your router. Don't have one set up? No problem. We'll send you an Ethernet cable and adapter after you're hired and help you get connected.
• Internet of at least 40 Mbps that passes a call-quality test (you'll run a quick test when you apply and a live test during your skills assessment). No mobile hotspots or satellite.
• A quiet workspace with minimal background noise

Recommended:

• A battery backup for your computer and router

Benefits

Pay

• $16 to $17 per hour during your 90-day introductory period
• $18 to $19 per hour after you successfully complete 90 days
• W2 hourly position, full-time or part-time
• Where state or local minimum wage is higher, pay will meet or exceed the required minimum.

Training and Support

You'll complete paid training after you're hired, covering Zirtual systems, phone etiquette, inbound and outbound call handling, scripts, appointment scheduling, message-taking, and privacy and confidentiality. You'll have ongoing coaching from your supervisor and a team that's always on Slack to help.

Work From Home

• Fully remote role
• Once hired, Zirtual may provide a Bluetooth headset, second monitor, and Ethernet cable and adapter if deemed necessary for your role and setup. Any equipment provided by Zirtual must be returned at the end of the engagement.