Virtual Assistant (Operations & Sales)

Virtual Assistant (Operations & Sales) – US client

This role will be directly working under the CEO. The Operations & Sales Assistant is a key leader and plays a critical role in the success of our organization. The OSA is responsible for handling inbound Client Sales, Hiring & Onboarding Cleaners & Troubleshooting Operational Issues throughout the day. This individual is responsible for achieving sales targets and generating revenue, and maintaining a high performance cleaning team into measurable results.

A successful Operations & Sales Assistant will meet our customer acquisition, revenue growth objectives and quality of service metrics. They will meet sales and hiring goals & quotas, and manage operations on a day to day and continuously improve the various processes throughout the organization.

RESPONSIBILITIES:

• Respond promptly and professionally to incoming customer inquiries via phone or chat.
• Convert inbound customer calls to clients by educating them on the company’s services and value via accurate quoting and sales process.
• Assist customers with scheduling appointments, rescheduling, and cancellations as needed, while considering their preferences and availability.
• Collaborate closely with our cleaning teams to ensure smooth operations and timely completion of quality services.
• Maintain daily reporting and keep the customer database up-to-date with accurate records of interactions, feedback, and service requests.
• Resolve any issues that may arise from the cleaner or customer throughout the day.
• Conduct Hiring and Onboarding Process for new potential cleaners
• 10% of the calls conducted will be outbound/cold calls to realtors and property managers to pitch them the cleaning service

RESULTS:

• Daily End of Day Reports on our company Key Performance Indicators (“KPIs”)
• Meet Monthly Sales and Revenue targets
• Maintain High Performance Cleaning Team and hit kPI metrics
• Company values and culture are consistently upheld by all team members.

REQUIREMENTS:

• High school diploma or equivalent; additional education or training in customer service is a plus.
• Proven experience in customer support or similar role.
• Exceptional verbal and written communication skills with clear professional conversational skills (advanced english)
• Ability to actively listen to customers, empathize with their concerns, and provide effective solutions.
• Must love to be on the phones talking to people and developing rapport and relationships.
• Strong computer skills and proficiency in using customer support software, email systems, and databases such as GoHigh Level, Google Sheets/Airtable, Dialpad/RingCentral and other similar platforms.
• Excellent organizational and time management skills to handle multiple customer inquiries simultaneously.
• Ability to remain calm and composed in high-pressure situations and deliver exceptional service even during peak times.
• Demonstrated problem-solving abilities and a proactive mindset to address customer concerns and find resolutions.
• Availability to work flexible hours, including weekends or evenings, to accommodate customer needs.
• Passion for delivering exceptional customer service and maintaining a positive, customer-centric attitude

BENEFITS & PAY:

• Hourly rate starting at $4/hour USD
• Maximum 40 hours a week
• Payment frequency twice a month
• There will be a paid training/onboarding period during the first few weeks to ensure candidate has all the resources to succeed