Position: Virtual Assistant
Location: Remote: SA/LatAm
Work Schedule: PST Hours
Salary: Market Related
Part Time: 20 hours per week
Duration: 6 Months
Our Client is looking for a highly motivated, organized, and tech-savvy assistant who can quickly learn our business, provide exceptional customer service, and help improve our daily operations. Our #1 priority is customer service. We need someone who is proactive, dependable, positive, and able to solve problems without constant direction.
First 30 Days – Primary Responsibilities
1. Phone System & Customer Service
- Set up a phone system that routes incoming calls.
- Answer calls during U.S. business hours
- Understand the purpose of each call, answer questions, and take detailed messages.
- Find answers by reviewing claim files and contacting insurance companies or adjusters.
- Escalate any concerns, negative information, or matters requiring management decisions.
2. Claim Updates & Communication
- Review existing claim files stored in our desktop folders.
- Proactively contact insurance adjusters for claim updates.
- Provide every client with a weekly update, even when there is no new information.
- Keep communication positive, professional, and reassuring without making promises or providing unapproved information.
- Track the last client contact, current claim status, outstanding questions, and next scheduled update.
- Monitor incoming claim-related emails and update files accordingly.
3. Inspection Scheduling
- Coordinate inspections between clients and insurance adjusters.
- Add confirmed inspections to Patrick’s calendar.
- Review inspection notes entered by our adjuster and communicate approved updates to clients.
4. Lead Tracking & Social Media
- Create and maintain a spreadsheet tracking leads, referral sources, and follow-ups.
- Monitor designated Facebook groups (including Moms of Conejo), Nextdoor, and other local community pages for people seeking help with water damage, property damage, or insurance claims.
- Alert us to relevant posts and respond with approved company information when appropriate.
- No automated commenting.
Long-Term Goals
- Once the daily responsibilities are running smoothly, we want this assistant to help:
- Organize and improve our existing systems.
- Develop automated weekly client updates and follow-ups.
- Streamline claim tracking and communication.
- Identify opportunities to improve efficiency and customer service.
Our Ideal Candidate
- Exceptional customer service and communication skills.
- Highly organized, proactive, and detail-oriented.
- Strong problem-solving skills and ability to work independently.
- Tech-savvy and comfortable learning new systems and automation tools.
- Quick learner who takes initiative and follows through.
- Positive, professional, and patient with clients.
- Interested in long-term growth, increased responsibilities, and additional hours.
Our Goal
- We currently operate reactively, with clients calling us for updates.
- We want someone who can help us become proactive, keeping clients informed before they need to call.
- We are looking for someone who can take ownership of client communication, keep our files organized, and help us deliver an exceptional customer experience.