{"id":315483,"url":"https://alion.io/job/workana-virtual-assistant-rental-operations-customer-support","title":"Virtual Assistant - Rental Operations & Customer Support","company":{"id":2402,"name":"Workana","domain":"workana.com","url":"https://alion.io/company/workana","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":true,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":91,"open_postings":32,"ghost_share":0,"stale_share":0.375,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"CT","utc_offset_min":-6,"utc_offset_max":-6},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":76000,"max_usd":176000,"period":"year","method":"role_country_seniority_unknown","sample_n":13135},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false}],"status":"live","first_seen_at":"2026-05-21T00:00:00Z","employer_posted_date":"2026-05-21","last_verified_at":"2026-11-05T04:57:54Z","board_verified":true,"closed_at":null,"days_open":168,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":168},"description":"Virtual Assistant - Rental Operations & Customer Support\nReports to: VP of Operations\nWorks closely with: Fleet Coordinator\nType: Remote · Full-time\nHours: Must overlap core Houston business hours (Central Time)\nThe Role\nYou'll be the operational backbone of our rental process, the person who makes sure every driver gets onboarded smoothly, every agreement is signed and filed, every payment is tracked, and every customer question gets answered quickly and professionally. You'll work hand-in-hand with our Fleet Coordinator to keep vehicles moving and drivers on the road. This is a high-trust role with a lot of ownership; the right person will eventually help us build and document the systems that run the business.\n What You'll Do\nDriver onboarding & screening Respond to and qualify inbound leads from ads, social media, and referrals\nCollect and verify applicant documents (driver's license, rideshare/delivery platform approval, proof of insurance eligibility)\nRun and review background/DMV checks against our eligibility criteria\nSchedule vehicle pickups and walk new drivers through the agreement\nRental agreements & documentation Prepare, send, and track rental agreements via e-signature\nEnsure every signed agreement, ID, and supporting document is filed correctly\nManage renewals, extensions, and termination paperwork\nBilling & payments Set up and monitor recurring (weekly) rental payments and deposits\nSend invoices and receipts; follow up on late or failed payments\nTrack outstanding balances and flag accounts that need escalation\nManage payment plans and refunds per company policy\nCustomer service\nBe the first point of contact for drivers across phone, text, email, and chat\nAnswer questions, resolve issues, and escalate appropriately\nMaintain a friendly, professional, solutions-first tone at all times\nRequest and manage reviews from satisfied drivers\nFleet coordination support\nCoordinate vehicle pickups, returns, and swaps with the Fleet Coordinator Log and route maintenance requests; help schedule service\nTrack vehicle availability so we never promise a car we can't deliver\nCompliance & admin Track vehicle registration, state inspection, and insurance dates\nManage toll tags, and process traffic/parking violations passed to drivers\nHandle insurance admin (adding/removing drivers, claim paperwork intake)\nKeep our Notion workspace and CRM accurate and up to date\nMaintain and improve standard operating procedures (SOPs)\nReporting Send weekly reports on active rentals, fleet utilization, payments collected, and outstanding balances\nWhat We're Looking For\n2+ years as a virtual assistant, in operations, or in customer service (car rental, automotive, or logistics a strong plus)\nExcellent written and spoken English, you'll be customer-facing\nHighly organized and detail-oriented; you don't let things slip through the cracks\nComfortable with tools like Notion, GoHighLevel (or similar CRM), Google Workspace, e-signature platforms, and payment processors\nSelf-starter who can work independently and own outcomes\nReliable internet, a quiet workspace, and availability during Central Time business hours\nNice to Have\nExperience with billing/collections or subscription/recurring payments\nFamiliarity with the rideshare/delivery ecosystem (Uber, Lyft, DoorDash, etc.)\nExperience documenting or building SOPs and workflows\nWhat Success Looks Like (First 90 Days)\nEvery new driver is onboarded within 24 hours of approval\nZero missing or unsigned agreements on file\nPayment collection rate consistently above target, with late accounts flagged early\nCustomer inquiries answered within our response-time standard","description_format":"text","description_chars":3646,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-05T16:05:33Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long 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