Virtual Assistant: Customer Service and Community Support

 10-15 hrs per week (to start) // Monday - Friday // Start Date: Late September

 

My name is Alissa. I'm a content creator, course instructor, and entrepreneur looking to work with an experienced virtual assistant who is available to help with inbox management, customer support, data collection/organization, and potentially assist with content creation/ideation.

 

Job Purpose: The Virtual Assistant, Customer Service and Community Support role is a remote position largely responsible for managing communication with prospects and existing customers via email and/or the Students-Only Facebook group. These duties also include, but are not limited to, organizing information and tracking data on behalf of Alissa Rose Co. This role is crucial so community members and prospects feel heard and supported and so that communication and organization is prioritized and optimized.

 

Job Duties and Responsibilities:

Inbox Management of Prospects and Existing Customer Inquiries

When a business grows, so does the inbox. Managing the general inquiry inbox, responding to prospects, as well as supporting existing customers is one of the biggest priorities for this VA role.

  • Directs prospects to helpful resources by linking them to Alissa Rose co. programs, free trainings, freebies, and/or free content.
  • Shows appreciation and gratitude where appropriate by responding to general community member emails.
  • Offers insight on whether or not prospects are a good fit for the company’s programs based on outlined criteria.
  • Helps existing customers with login issues by troubleshooting and resending login information where applicable inside of Kajabi.
  • Updates existing customer information when necessary by accessing member details/information within Kajabi.
  • Responds to refund requests and customer complaints.
  • Tracks and follows up with late payments/payment failures.

 

Student-Only Facebook Group Support:

It's important that students feel supported and heard throughout their experience in Alissa Rose programs - being a cheerleader for students, encouraging engagement, and offering support where applicable will help students reach goals and see results that much more and that much sooner.

  • Responsible for welcoming new group members weekly and removing group members when refunded or payments failed indefinitely.
  • Posts weekly announcements within the group regarding goals and student wins to support the community and to collect feedback.
  • Engages with members via weekly Facebook posts/discussions where appropriate.
  • Flags most popular or helpful discussions for monthly discussion/round-up emails.

 

Additional Support Managing Customers/Customer Data:

We're constantly trying to improve the student experience and student results. Issuing surveys, requesting feedback, and paying attention to where students are succeeding and falling behind will be an important part of this VA role.

  • Occasionally creates and sends out surveys/forms for student feedback/testimonials via Google forms and organizes responses within a folder on Google drive.
  • Documents most common questions (via email and FB group) for FAQ/future lessons/trainings.
  • Helps with collecting and organizing data for payment disputes.
  • Helps writing email blasts. 

 

Content Creation/Repurposing:

This role may potentially evolve to include additional duties that will support Alissa with content creation on a small scale or content repurposing. Having a good understanding of Alissa Rose's content and having general awareness of her audience will be beneficial.

  • Analyze community comment sections (YouTube, IG, Emails) and take note of popular/trending topics/questions for content creation purposes.
  • Autonomously derive short-form content ideas from community comment sections and repurpose larger content pieces into shorter ones after approval.

 

Required Qualifications:

Experience:

  • Previous experience in a customer service and/or customer support role.
  • Strong working knowledge of Gmail, Google Drive, Google Forms, Google Sheets, and Google Docs
  • Proficient in inbox organization and management (setting rules, creating folders, etc) in Gmail.
  • Experience with managing Facebook groups and discussions.

 

Beneficial, but not required:

  • Understanding how to use Convertkit, Kajabi, and Canva
  • Experience editing in Premiere Pro CC and Photoshop

 

Knowledge, Skills, Abilities:

  • Excellent writing, verbal communication, and time management skills
  • Exceptional organizational skills and the ability to complete tasks with little supervision
  • Highly organized and detail oriented
  • Ability to adapt to ongoing changes in processes, priorities, tasks, and workflows
  • Self-starter, capable of managing tasks efficiently, able to self-manage with a vested attitude
  • Creative and resourceful 

 

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