• Job Description

  Req#: BF71DACCE6
  Virtual Assistant - Rental Operations & Customer Support
  
  Reports to: VP of Operations
  
  Works closely with: Fleet Coordinator
  
  Type: Remote • Full-time
  
  Hours: Must overlap core Houston business hours (Central Time)
  
  The Role
  
  You'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.
  
  What You'll Do
  
  Driver onboarding & screening Respond to and qualify inbound leads from ads, social media, and referrals
  
  Collect and verify applicant documents (driver's license, rideshare/delivery platform approval, proof of insurance eligibility)
  
  Run and review background/DMV checks against our eligibility criteria
  
  Schedule vehicle pickups and walk new drivers through the agreement
  
  Rental agreements & documentation Prepare, send, and track rental agreements via e-signature
  
  Ensure every signed agreement, ID, and supporting document is filed correctly
  
  Manage renewals, extensions, and termination paperwork
  
  Billing & payments Set up and monitor recurring (weekly) rental payments and deposits
  
  Send invoices and receipts; follow up on late or failed payments
  
  Track outstanding balances and flag accounts that need escalation
  
  Manage payment plans and refunds per company policy
  
  Customer service
  
  Be the first point of contact for drivers across phone, text, email, and chat
  
  Answer questions, resolve issues, and escalate appropriately
  
  Maintain a friendly, professional, solutions-first tone at all times
  
  Request and manage reviews from satisfied drivers
  
  Fleet coordination support
  
  Coordinate vehicle pickups, returns, and swaps with the Fleet Coordinator Log and route maintenance requests; help schedule service
  
  Track vehicle availability so we never promise a car we can't deliver
  
  Compliance & admin Track vehicle registration, state inspection, and insurance dates
  
  Manage toll tags, and process traffic/parking violations passed to drivers
  
  Handle insurance admin (adding/removing drivers, claim paperwork intake)
  
  Keep our Notion workspace and CRM accurate and up to date
  
  Maintain and improve standard operating procedures (SOPs)
  
  Reporting Send weekly reports on active rentals, fleet utilization, payments collected, and outstanding balances
  
  What We're Looking For
  
  2+ years as a virtual assistant, in operations, or in customer service (car rental, automotive, or logistics a strong plus)
  
  Excellent written and spoken English, you'll be customer-facing
  
  Highly organized and detail-oriented; you don't let things slip through the cracks
  
  Comfortable with tools like Notion, GoHighLevel (or similar CRM), Google Workspace, e-signature platforms, and payment processors
  
  Self-starter who can work independently and own outcomes
  
  Reliable internet, a quiet workspace, and availability during Central Time business hours
  
  Nice to Have
  
  Experience with billing/collections or subscription/recurring payments
  
  Familiarity with the rideshare/delivery ecosystem (Uber, Lyft, DoorDash, etc.)
  
  Experience documenting or building SOPs and workflows
  
  What Success Looks Like (First 90 Days)
  • Every new driver is onboarded within 24 hours of approval
  • Zero missing or unsigned agreements on file
  • Payment collection rate consistently above target, with late accounts flagged early
  • Customer inquiries answered within our response-time standard

• About the company

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