Virtual Assistant - Rental Operations & Customer Support

Workana

2h • Remote

About The Position

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.

Requirements

• 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 Haves

• 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

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed