Customer Success Virtual Assistant at Well-Oiled Operations

Customer Success Virtual Assistant (VA)

Job Description...

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Position: Customer Success Virtual Assistant

Department: Customer Success

Reports To: Senior Director of Operations & Director of Customer Success

Job Type: Full-time (Monday-Friday; 8am CST - 12pm CST, (2) hour break, then 2pm CST - 6pm CST); $10-$12 per hour based on experience.

Position Overview
?? We are seeking a dynamic and proactive Virtual Assistant to join our Customer Success Department. As a key member of our team, you will play a critical role in supporting our efforts to deliver outstanding service and assistance to our clients. The ideal candidate will be highly organized, detail-oriented, and possess excellent communication skills. This is an exciting opportunity to contribute to the success of a fast-paced and innovative company in the business operations coaching industry.

Ideal Candidate
?? Has strong technical ability/skills
?? Has excellent ability to provide and accept feedback
?? Is naturally proactive, resilient and growth minded
?? Has assertive (not aggressive) communication skills
?? Is routine driven & detail oriented
?? Is self-sufficient and able to properly manage one??s own time

Responsibilities
?? Provide administrative support to the Customer Success team, including client portal calendar management, scheduling/rescheduling client meetings, curriculum management and organization and client surveys.
?? Assist in managing client communications, including responding to emails, client portal DMs and client portal community posts in a timely and professional manner.
?? Perform 3 (Monday, Wednesday and Friday) new client, group, onboarding sessions per week via Zoom.
?? Coordinate and maintain documentation related to client accounts, ensuring accuracy and completeness of information.
?? Assist with data entry and record-keeping tasks, updating client profiles and information as needed.
?? Collaborate with team members to ensure seamless coordination and execution of customer success initiatives and projects.
?? Support the development and implementation of customer success strategies and initiatives to enhance client satisfaction and retention.

Expected Results
?? Attend all company meetings and coaching calls in a quiet, well-lit, professional-looking space.
?? Ensure all email, DM and client portal inquiries and posts are responded to by the end of each day (6pm CST).
?? Client NPS Rating: equal to or greater than 90% with at least 10 submissions / month
?? Client Reviews: equal to or greater than (10) 5-star reviews / month via TrustPilot
?? Response Time: All inquiries (Email, Slack, DM, client portal community) are responded to within 3 hours.
?? Error Rate: equal to or less than 1 error / week

Requirements
?? Previous experience in a virtual assistant or administrative role is preferred.
?? Strong organizational and time management skills, with the ability to multitask and prioritize tasks effectively.
?? Excellent written and verbal communication skills, with a professional and courteous demeanor.
?? Proficiency in Google suite (Google Docs, Sheets, Slides and Forms).
?? High attention to detail and accuracy, with a commitment to delivering quality work.
?? Ability to work independently with minimal supervision, while also collaborating effectively with team members.
?? Experience working in a customer-focused environment is a plus.
?? Experience with Hubspot and/or SKOOL (our client portal) is a plus

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