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Operations Manager/Integrator
Mast Cell 360 Operations Manager/Integrator Job Description
This is a work-from-home position. Our team is currently 7 fantastic people strong and growing.
You will be in charge of providing inspired leadership for the business. Our company is client focused, serving virtual, telehealth clients with a focus on Mast Cell Activation Syndrome and Histamine Intolerance.
Reporting directly to the Company Founder, this senior role within the organization is a pivotal part of the management team and will provide a challenging and exciting career opportunity for an experienced, dynamic and broadly skilled person who is ready to make a real impact on business performance. We want you to streamline, improve and manage systems and operations to deliver efficiency, sustainability, customer satisfaction and profitable growth as well as support and drive implementation of projects both big and small.
You must be adaptable, tenacious and willing to work as an effective leader, managing multiple tasks and priorities and fostering a productive, service-oriented culture. We love our clients and our team, so if you aren’t a people person, then this job is probably not for you. But if you are passionate about serving our clients and customers and driving our mission, then we are looking for you!
Mast Cell 360 is a mission-based, stable, profitable company, with the kind of employees who stay for years and love their job. We are looking for someone who is dedicated to helping others achieve their goals; is highly collaborative; enjoys growing & nurturing a team and is looking to excel in a role where you are integral to expanding the business.
Our values are integrity, compassion, excellence, service, and growth from a win/win perspective.
Successful candidates for this role will be driven & self motivated with demonstrated empathy, strong organization skills, and community/team oriented.
You care about:
o People
o Customer service
o Quality/Excellence
o Systems/Efficiency
o Continuous improvement
o Growth
o Profitability
You have demonstrated, high-level skills in:
o Clarity
o Communication
o Resolution
o Focus
o Accountability
o Creating team unity and integration in reaching goals
o Well-managed projects
o Follow-through
o Moving through obstacles and barriers
o Prioritization
o Execution
o Steadfast and consistent
o Holding everything together
o Achieving P&L results
o Executing the business plan and visions
o Keeping day-to-day running smoothly
o Bringing checks and balances to the Visionary
You are:
o Personally accountable
o Adept at self-management
o Decisive
o Good at planning and organizing
o Strong leader and manager
o Effective conflict manager
o Catalyst for team cohesion
o Goal achiever
o Conceptual thinker
o Employee developer/coach
o Resilient
o Adaptable
o Able to understand and evaluate/read others
o Forward thinking
o Problem solver
o Persuasive
o Continual learner
o Business book reader
Benefits
o Autonomy and influence
o Fast growing company
o Variety of interesting activities
o Serving clients in the health field
o Joining the cutting edge of a growing field
Pay
o Commensurate with experience
Hours
o Beginning part-time with a handful of projects and developing into full-time. Working hours are negotiable, but must be flexible and coordinate with our team members and office hours.
Requirements
o Home office with uninterrupted space, modern computer & reliable internet connection
o Minimum of 2 years previous business management experience required
o Previous telehealth and online business experience desirable but not essential
o Previous remote work experience essential
o Bachelor’s degree or equivalent
o Ability to work remotely & autonomously and manage a disparate team across the USA
o Ability to work Monday through Friday within Eastern or Central time zones
o Compassionate & nurturing leadership skills with the ability to get the best out of people and get results via strong leadership & mentoring.
o High level problem solving skills
o A demonstrated ability to meet deadlines consistently
o Previous project management experience
o Exceptional attention to detail while also able to see and deliver on the bigger picture
o Outstanding and proven communication and organizational skills
o Excellent writing and communication skills
o Fluent in MS Word 2016/2019, Excel, Powerpoint, Gmail, Google Calendar, Google Hangouts Messaging, Dropbox, Google Docs and Google Spreadsheets, PDF editing, WordPress (basic skills) and Square. Need to be able to utilize & learn if necessary.
o Fluent in English
Responsibilities:
o Work with visionary (owner) to evaluate, prioritize & implement new business opportunities
o Oversee implementation of new business development initiatives
o Run the organization on a day-to-day basis
o Assist with hiring new team members and contractors
o Identify operational inefficiencies & propose solutions
o Be first responder in all emergency business situations (not healthcare related)
o Implement a team project management solution, systems, and on-time delivery
o Management of on-time and on budget projects, both big and small
o Management of 6-15 direct reports and contractors
o Create and implement a content management system
o Create and implement new SOP’s
o Ensure all team members adhere to SOPs, communication and data storage guidelines
o Streamline operations through selection and implementation of productivity tools & ensuring team-wide adoption
o Manage the creation of a new ecommerce store, affiliate program, and management and tracking for physical and digital products
o Lead and manage team with accountability through regular check-ins, meetings and quarterly feedback reviews
o Identify and recruit new team members to support growth and meet company goals
o Assist in assuring that all legal and regulatory documents are filed, and monitor compliance with laws and regulations
o Focus on continuous improvement by identifying system and process improvements on within the team, technology, or company
o Develop, implement, and manage operational policies and procedures, performance management systems, and KPIs
o Continually Maximize revenue generation opportunities from customer service, to affiliate marketing or other insights
o Review, manage, and improve virtual practice technology, people, revenue, and systems
Does everything above make you say YES?
If so, please apply with the link below.
To apply do NOT send your resume, CV or cover letter. Instead please fill out the questionnaire linked below. We will contact the top 5 qualified applicants for an interview.
Apply for the Mast Cell 360 Operations Manager/Integrator Job Here
3 Powerful Ways Remote Teams Can Help Your Small Business Grow
If you are a small business owner, chances are you’ve faced the challenge of how and when to hire someone to join your team. Many small business owners start out by themselves or with only one or two others, but as the business grows so do the roles and needs. And with the recent mandatory shift to working remotely, more businesses are seeing the benefits of a remote team. But what many may not know is there are many other positives to this virtual work approach.
More for Your Money
You get a bigger bang for your buck when hiring remote workers. Job seekers looking for remote work value their freedom and flexibility over an office job and may be willing to work for less than a traditional employee. And many small businesses have found they can fill many roles with independent contractors which is more cost effective than hiring an employee with benefits.
The average cost of health insurance for U.S. employees is close to $15,000 according to SHRM. When you consider those cost savings, hiring independent contractors for remote work sounds even more advantageous.
The IRS has set guidelines for determining if someone is an employee or an independent contractor. In general, if the business owner is paying for the result of the work, rather than the ability to control how the work is performed, then the position is likely suitable for a contractor rather than an employee.
More Specialized
Instead of hiring one person to do a variety of jobs, having a remote team allows you to hire multiple team members each with a unique set of skills. Many virtual professionals today work for more than one person and therefore get very good in a set of skills. No longer do you have to hire an “all-in-one” candidate to do customer service, administrative tasks and social media.
Instead, you could look for specialized talent like:
- A Facebook ads specialists to create and manage ad campaigns to bring more sales and customers to your business.
- A customer service person to respond to your customers needs and questions.
- A content manager to create and manage content for social media, blogs and email campaigns.
- A marketing person to create lead magnets and other marketing ideas to grow your business.
- An email marketing specialist to create email campaigns for your customers or to improve the client onboarding processes.
- A YouTube, Instagram or Pinterest specialist to increase brand visibility, drive traffic, grow your email list and increase your customer base.
- A virtual assistant to manage your day to day tasks such as email, phone calls, and other routine tasks so you can focus on your business.
- A project manager to oversee your projects and keep them running.
Better Retention
With remote positions, you can attract and retain quality professionals. In a recent study, 95% of employers reported that working remotely has had a high impact on their employee retention rate.
For moms, working remotely provides the ability to have a better work / life balance. For instance, if a child is sick, mom can continue to work while monitoring their child. In the same way, she can take a break to go watch her child’s school performance and make up the time if needed. Having the ability to work remotely is hugely valuable to moms which makes remote positions very attractive.
Having the ability to hire the right person for the right job and pay a fair rate enables small businesses to grow faster than having to hire full time employees. When combined with all the additional benefits, establishing a virtual team becomes a real advantage for many small businesses. If you’re looking to grow your remote team, we’d be grateful to help!
Candida *****
OVERVIEW
Experienced operational business manager in all areas, performance enhancement plans, operational budgeting, development of strategic business plans, marketing strategies and market research, Project management, recruitment and staffing, Policy and Procedures, accounting/payroll and human resources. Results oriented with a proven track record of, increased revenue management.
PROFESSIONAL EXPERIENCE
Skin Associates of South Florida Coral Gables, FL
Revenue Cycle/Finance Manager 12/2019 – 02/2020
Direct and manage all billing operations, collections and revenue cycle for a cosmetic/dermatology group of six physicians. Analyze top denial rates for each client and insurance carriers. Identify solutions to increase cash and A/R days. Wrote policies and procedures for all billing, collections and payment posting. Prepare monthly KPI reports and A/R trends to report to company owners. Conduct monthly staff meetings to review and discuss reimbursement and accounts payable trends. Responsible for hiring, training and review of all staff performance of all the billing and collections staff. Improved the knowledge of non-financial staff and physicians as it pertains to financial billing, coding, legal documentation and reimbursement by providing education sessions. Review and re-negotiations of current insurance contracts and terms. Improved client collection rates and financial counseling.
Progressive Spine and Sports Medicine Ramsey, NJ
Practice Manager 08/2017 – 08/2019
Manage and coordinate all daily business operations and functions. Evaluate organizational systems and make process improvements within the organization as needed. Maintained all physicians and business credentialing and licensing up to date. Review all staff workflow daily to ensure proper clinical care, data management, accurate insurance reimbursement, collections and revenue cycle management.
Responsible for all staff recruitment, firing, supervision, training, administrative functions and performance reviews. Manage all payroll processing, human resource, group benefit plans, business and worker’s compensation insurance plans and administered 401k plans. Oversee all accounts payable/receivables, inventory and purchasing of all medical supplies. Responsible for all bookkeeping, payroll benefits and financial reporting such as profit and loss along with quarterly reports. Implementation and ongoing rollout of new payroll software.
Increased revenue cycle by overseeing accurate data entry by staff, insurance verification and utilization management errors. Implemented corrective action plans for coding related and utilization management claim denials. Reviewed, accepted and/or denied all insurance and third-party administrator claim negotiations. Liaised with several law offices for submissions of MVA/PIP arbitration files. Periodically perform software CPT/ICD 9/10 updates to ensure accurate billing.
Data collection and submission of all CMS compliance data for annual MIPS reporting audit. Conduct review and update staff on all current Center of Medicare Services and commercial insurance compliance as it pertains to utilization review and accurate reimbursement.
Develop and monitor all marketing efforts. Coordinated all business networking events and meetings.
North Jersey Spine Group, LLC. Wayne, NJ
Manager, Marketing | Business Development & Research 08/2016 – 08/2017
Responsible for all business development & client service procedures. Management of all incoming Worker’s Compensation, MVA, IME business lines and contracts. Research all healthcare marketing trends and population demographic for new office locations. Analyze, report and present overall business volume on a weekly, monthly and quarterly basis. Oversee and managed the staff workflow as it pertains to client services and satisfaction. Established relationships with attorneys and healthcare facilities for business development projects. Work daily with vendors in relations to promotional ads, website design and content management. Assistant office manager responsible for staff training, productivity, leadership and monitoring new software implementation.
Key Achievements
Responsible for all data merge into new paperless EMR and billing software. Trained all office staff including physicians on EMR software. Increased Worker’s compensation and MVA clientele by creating network contracts for the organization.
Billing and Training Specialist 05/2015 – 08/2016
Responsible for overseeing all in office billing processes and denial trends. Organized, reviewed claims, corrected coding and submitted EMR and surgical claims. Management and follow up of account receivables and balances. Researched and analyzed claim denials for adequate billing modifiers, data errors, accurate utilization review, reimbursement guidelines and dollar cap limits. Responsible for conducting on going staff training and federal reimbursement educational presentations. Trained all billing and administration staff on proper utilization requests and reviews to decrease claim denials.
Sovereign Medical Group, LLC. Glen Rock, NJ
Billing and Collections | Insurance Verification Specialist 09/2014 – 05/2015
Responsible for overseeing the staff insurance verification process. Address inconsistencies in the insurance verification process with staff members. Determine and report on alternate solutions within the verification process that would decrease the volume and claim errors. Calculated all out of pocket patient responsibility and maximum reimbursement rates. Examined all charge, claim and EOB details in order to proceed with the collections process.
St. Joseph’s Hospital & Regional Medical Center Paterson, NJ
Patient Accounts Representative | Pre-Visit Services| Patient Access Registration 12/2002 – 09/2014 Responsible for all administrative/Patient Access registration procedures. Proper utilization review and coordination prior to all scheduled procedures. Research and determine all insurance benefits and out of pocket costs prior to admissions. Collected payments on account balances and scheduled services.
Discussed alternative payment and alternate insurance options with clients. Trained and provided team leadership for all department-based projects. Prepared team for JCHAO and HIPPA compliance testing.
Key Achievements
Creation and implementation of the Patient Access department employee-training manual.
EDUCATION
UNIVERSITY OF PHOENIX 03/2016
Bachelor of Business Administration | Management
Marketing Manager
This position will start as a marketing manager and inside sales position and will evolve into a full time sales position. Below are the requirements for both pieces of this job. Instructions on how to apply below as well. Estimated hours are 30-40 per week.
Marketing Assistant – 75% of time
As part of the client education focus, we are developing platforms for learning, including content-rich websites, podcasts, and social campaigns. We are also reaching out to potential clients through these platforms and need someone to interact with those prospects and help them understand the value of what we do. We need someone with both the skills and personality to successfully develop these projects. Relevant skills/interests include:
• Social media strategy and implementation, including YouTube, Facebook, and Twitter
• Tracking and producing reports for online marketing campaigns
• Managing vendors for different elements of marketing campaigns
• Attention to detail and time management.
• Positive “can do” attitude, with a desire to extend existing skillset and be a problem solver.
• Understanding of how Google AdWords, SEO and Facebook Ads affect conversions.
• Navigation of Google Analytics.
• A/B split testing.
• Active participation in learning and development.
• Excellent communication skills.
• Strong leadership ability.
• Excellent client escalation abilities.
• Company First mindset.
• Data driven decision making.
• Content writing, editing, and curation
• Conference/Event planning
• Sales copywriting
• Business to business marketing, including email campaigns and networking
• Online Profile maintenance
As you can see, there are many skills and interests that would help with this position. Primarily, we need someone who can interact directly with potential and current clients with cheer and patience. The marketing assistant would work directly with attorneys on all outreach activities and help organize those marketing efforts with effective conversion and follow up techniques. Tasks may vary according to your experience, but you must show an ability to deal with people and to be organized.
Non-Attorney Sales Person – 25% of time
The non-attorney sales person is informed and respectful of bar rules of ethics and professionalism with a special emphasis on the definition of providing legal services.
While the firm Owner does the vast majority of sales calls, you will be the backup sales person and the primary person to follow up with calls that the Owner has performed. You see sales as a service we perform for our prospective new clients, not as something to be done “to” them. You ensure that the pre-conditioning packages and systems meant to help a prospective new client get prepared for their meeting are in fact received by the prospective new clients (PNC’s) they are scheduled to meet with in the coming days and weeks. The non-attorney sales person meets by telephone and in person, with PNC’s who are assigned to his or her calendar by their sales manager to help the PNC find clarity about their situation, educate them about their options and help them make the best decision for their future and for the firm to achieve its goals. This position keeps detailed notes in a central database documenting all contacts with the PNC both before, during and after the meeting including all follow-up attempts.
This position facilitates a professional introduction (“hand off”) to the legal team once an engagement is signed and then opens the file, manages the welcome process and conducts quality control checks at predetermined milestones during the first 30 days and in some cases, during the pendency of the matter. The successful candidate should have prior experience selling high ticket tangible products and professional or financial services utilizing a consultative selling methodology. The successful candidate should have some “real life” experience which they can use to empathize with PNC’s who often come to our firm with challenging and sometimes deeply personal situations. The successful candidate embraces metrics, score keeping, transparency and accountability. Excellent interpersonal and communication skills are an absolute must both in person, by phone and via email. You should be a lifelong learner with proven track record of self-improvement to keep your sales skills sharp.
Responsibilities:
· Manage own schedule to balance availability for meeting with prospective new clients as well as following-up with PNC’s who said “no” and with current clients to conduct quality control calls and interviews.
· Keep detailed notes in a centralized database.
· Be a team player and cover for your fellow sales people to help our firm help our prospective new clients find clarity around and relief from the situation that brought them to the firm in the first place.
· Follow-up with PNC’s who said “no”.
· Follow-up with current clients at set milestones during their case or
· Facilitate a professional introduction and transition to the legal team once the case or matter has begun.
· Actively engage in dialogue with management regarding the quality and volume of the leads, offering constructive feedback and suggestions for improvement based on your “front lines”
· Periodically attend networking events as a professional representative of the firm
· Utilize a consultative selling approach when conducting sales calls to illustrate the value and benefits of our services
· Update CRM system with details of all interactions with prospects and clients in a timely manner
· Stay current with bar rules and legal industry trends
Education & Experience
· A strong interest for consultative solutions selling.
· Proven track record utilizing a consultative sales
· Demonstrated knowledge of sales funnel process
· A proven track record with telephone sales.
· Direct marketing campaign experience
· Degree educated preferred
· Demonstrated, proven success in lead generation, prospecting, contract negotiation and closing customers.
· Experience with Salesforce/HubSpot/Infusionsoft or similar software, particularly reporting,
· Independent, self-starter who thrives on immersion in a rapidly changing environment and excellent problem-solving and analytical skills.
· Proactive, can-do attitude, with great follow-through and resourcefulness along with attention to detail.
· Strong communication and interpersonal skills with the ability to be personable yet persistent.
· Knowledge of the legal industry is an asset.
· Real life experience & a few “battle scars” to give you empathy and understanding is an asset.
· Experience overcoming a major obstacle in life and making an important change in your life so you know at your core that others can do it too is a plus.
*Interested candidates should also include a portfolio of prior marketing campaign samples in addition to resume and cover letter.*
Emma ****** *****
Emma Davis
February 2020 I started my own Virtual Assistant business called Smokin’ Rose Virtual Services.
November 2018 to now I have been working for my husband and his family on their ranch in South Eastern Oregon. They also own a Hot Springs and I have been working there when needed. The things that I look after for the Hot Springs are:
* Manage / File paperwork for rooms
* Customer service tasks such as answering phone calls, helping out campers, or just answering questions that any guests may have.
* Keep track of employees time sheets file them
* Create SOP’s
* Manage all income, put it in a spreadsheet, and balance the till everyday.
February 2015 to November 2018 I worked at D&S Factors in Fruitland Idaho. I was a verification clerk and there I completed tasks such as:
* Moving paperwork from one system and putting it a different system.
* Verifying that all the information I transferred was correct.
* Uploaded faxes and managed incoming emails from clients.
* Scanned in paperwork that was mailed in.
* Handled customer service phone calls.
November 2014 to February 2015 I worked at The Home Depot in Ontario Oregon. I worked as a freight associate and stocked shelves at night. Everything that I stocked I had to input into their system to verify what products we had received.
Leah *******
Sales Associate at Auto Warehouse Inc. July 2016- November 2019
• Worked with customers to complete, and submit financial applications for auto loans
• Worked directly with people from all walks of life for long periods of time
• Quickly built comfortable, trusting relationships with strangers
• Overcome obstacles calmly, and quickly
• Responsible for keeping track of customers from the first point of contact until the financing process is complete
• Make sure that the inventory is fully functional and ready for customers to purchase
• Learn to work in an intense environment where income was performance based for a team
Office Assistant at Dr. Roger Hulme O.D. July 2015- July 2016
• Manage the front desk
• Answer phones
• Check patients in and out
• Schedule appointments
• Responsible for all patient billing including submitting and tracking of patient insurance claims
• Helping patients understand their treatment plan, their financial responsibility, and what their insurance would be expected to cover
• Optician duties as needed
• In charge of learning and educating coworkers on a new office system
Office Manager at Longevity Chiropractic October 2014- July 2015
• Manage the front desk alone
• Answering phones
• Checking in and out all patients.
• Scheduling appointments
• In charge of the selling and ordering of all the inventory
• Manage all patients accounts, including any insurance policies
• Build personal relationship with patients so they feel more comfortable in our office
• Organize office meeting once a week
• Keep the front office organized and keep offices running for the doctors
• Make sure all accounts are balanced and reconciled at the end of each day and month
Office Assistant at Russ Posey Family Dentistry February 2013- May 2014
• Assisting patients with needs via phone, email, fax, or face to face
• Scheduled appointments for patients
• Helping patients understand their treatment plan, their financial responsibility, and what their insurance would be expected to cover
• Organized and managed case files in order to keep them up to date for the office
Ellen ***** *******
Taylor Communications, Dayton, OH (January 2016 – Present)
Customer Service/Marketing Solutions Studio
· Interact professionally with all levels of staff & management while maintaining the highest level of confidentiality; known for tact and diplomacy in handling sensitive issue
· Quickly learn in-house multiple platforms for communication and ordering systems
· Highly efficient in Microsoft Word, Excel and Outlook and other Taylor Communications specific internal order management systems.
· Worked with 3rd party services regarding pricing and tracking for goods provided to our customers
· Maintain regular contact with customers to process orders, answer questions on and guide customers through product choices and options, provide information on pricing, status of order, address any quality or service concerns, handle complaints or technical questions, and ensure order is completed and shipped on time.
· Responsible for large customer of high complexity.Handaling more complex pricing and price adjustments using standard established formulas and variables.
· Update & maintain platform for customer facing ordering system.
· Training new employees to meet company standards of the customer service model we created with our high complexity account.
Buck Run Commercial Doors & Hardware, Dayton, OH (August 2015 –December 2015)
Customer Service/Administrative
· Adeptly handle administrative manners including screening calls, managing calendars, planning meetings, fine details when travel is required and resolving situations to ensure cusomter satisfaction.
· Interact professionally with all levels of staff and maintain the highest level of confidentiality; known for tact and diplomacy in handling sensitive issue
· Quickly learned in-house computer system
· Provided sales information and proposals regarding services that our company provides
· HIghly efficient in Microsoft Word, Excel and Outlook
· Planned and organized specifics for large tradeshow; collaborated with owners and others designing new marketing materials and social media advertising to increase business
· Worked with 3rd party services regarding pricing and tracking for goods provided to our customers
Harrison’s Restaurant, Tipp City, OH (September 2005 – July 2015)
Operations Manager
• Managed a staff of 50+ including hiring, training, scheduling and providing direction on daily work assignments to maximize productivity.
• Resolve situations to ensure customer and staff satisfaction.
• Review daily sales reports and cash balances to mitigate risk.
• Regular employee team building and coaching, including corrective action when necessary.
• Responsible for maintaining up-to-date software information.
• Worked closely as point of contact for 3rd party payroll and accounting services.
• Workers compensation- worked within legal parameters to safeguard the company from lawsuits.
• Maintained personnel files in compliance with law requirements.
• Created managerial manual for day to day operations.
• Increased year over year sales by an average of 30%.
Rodan & Fields, Dayton, OH (February 2014 – Present)
Level V Executive Consultant
• Increased sales team from 0 to 15 in one year.
• Manage team of 100+ on day to day operations and provide strategic planning on business plan
• Prospect for new clients by networking, cold calling, hosting events and advertising, including social media.
• Develop rapport with new clients to increase sales as well as grow and retain existing accounts by presenting new solutions and services.
• Attend industry functions, such as association events and conferences, and provide feedback and information on market and creative trends to team.
• Identify opportunities for campaigns, services, and distribution channels that will lead to an increase in sales.
• Monthly success celebrations and incentives for team members
WaGW Events, Tipp City, OH (2007-2018)
Co-Founder
• Host & organize events to raise money for women’s cancer research & care.
• Increased revenue from $2,500 first year to over $100,000 in 2014.
• Exceeded $320,000 in donations to charitable organizations over 8 years.
Top Jobs and Tools for Today’s Virtual Assistant
The year is 2020 and times have sure changed compared to where we were last year. A huge part of the COVID-19 prevention has resulted in the closure of many small to medium sized businesses. For the companies that can continue to operate, they have been able to convert to remotely running their businesses to meet the changing protocols within their cities and states.
The demand for a quality virtual assistant is becoming more of a necessity now, which means great news for VA’s around the world.
In fact, as the world revolutionizes to functioning almost 100% remotely, businesses are recognizing the true value and positive impact a virtual assistant can make on their company’s growth, success and retention rate.
Today, we’re going to cover the top highly sought after virtual assistant jobs as well as the most utilized software pertaining to these roles so that you can take advantage of the many workplace opportunities that are arising.
Administrative Assistant
The need for administrative assistance has become increasingly popular especially now when a lot of businesses have been pivoting to accommodate the changes from COVID-19.
Common tasks for administrative assistance include; email and calendar management, scheduling meetings, booking appointments, answering and returning phone calls, initial research and more. If you are interesting in attaining training as a VA, look at some of the training options available here.
Commons Tools and Apps
Email & Communication
You’ll want to become well versed in the most common communication platforms such as
Email Marketing
You could also be expected to send out emails through software like;
Booking Calendars
It’s also important to learn the most popular Calendar applications such as;
Content and Website Maintenance
A virtual assistant can become a huge support for an online business’s website.
Whether you are helping with writing or editing of blog posts or maintaining the overall content of the company site, more and more businesses are leaning on their virtual assistant to help with this time consuming and sometimes highly repetitive task.
Suggested Software Experience:
Website Platforms:
Content Management Software
Customer Relations Management
With so many businesses now operating online and e-commerce on a steady incline, the key to customer retention is to stay on top of the customer service department..
Building a really great customer service protocol helps ensure that customers are happy, coming back, and referring others.
If your job as a virtual assistant includes handling aspects of the customer relations department, you’ll probably be responsible for handling customer inquiries and any concerns/issues. Providing solutions quickly and effectively helps deflect any unhappy customers and converts them to happy ones. This leads to positive word of mouth advertising and customer loyalty.
Below is a list of the most common CRM platforms:
Project Management
The debate is on for companies right now … do they need a virtual assistant or a virtual project manager? The answer in most cases is both!
Virtual assistants have started to take on many hats in their roles. We’ve already highlighted the three most common roles in points 1-3.
There’s a difference between a VA’s role to take tasks away from companies and alleviate workloads compared to managing other departments and teams to ensure projects get done.
Companies are recognizing a synergy between the two so we are seeing an increase in the level of responsibility a virtual assistant can take on.
If you do find yourself taking on the role of project management, you’ll probably be responsible for tasks like; streamlining projects and timelines into project management software, creating a balance between short and long term goals within the company and ensuring they are met, research and analytics, all while helping each department stay on time, task, and budget.
Most common Project Management Software include:
Bookkeeping
As a virtual assistant, bookkeeping tasks could fall on your plate from time to time or all of the time.
It’s an important skill set to have because let’s face it, everyone needs to be vigilante with their books (including you!!!).
If you’re a VA who will be taking on some accounting tasks, you’ll probably find yourself doing; accounts payable, accounts receivable, data entry, and inventory to name a few. If you are interesting in getting some training as a bookkeeper, look at the training options available here.
Commonly used accounting software:
Social Media Assistance
In order for any business to succeed, there will be some level of social media marketing involved.
Whether the company you work for uses Facebook, Instagram, Pinterest, Twitter or LinkedIn, as a VA you could be fitted with the task of handling some of the social media management.
There is an overlap especially where your role requires managing areas of customer service. Some tasks you might find yourself doing include; posting content, fielding comments on social media posts, tracking engagement, answering questions in social media messenger apps, and more.
Commonly used Social Media Management Software:
Chances are you’ve worked in some of the software programs we have mentioned. The more experience you have in these platforms, the better. If you are lacking training, be sure to check out the Training & Resources section of HireMyMom for some FREE and some paid training options.
Some benefits that you can draw attention to during your interview include; less transitioning and training, faster onboarding, and an overall cost efficiency for your future employer. They also make a great asset to your resume.
At HireMyMom, we have experienced a fluctuation in employers seeking out virtual assistants. The opportunities range from part time to full time which is perfect depending on your availability. Are you a VA currently seeking employment? Start here.
(We also have plenty of resources to help you spruce up your resume, cover letter and more. Check out our tips here.)
Customer Success Manager
INTRODUCTION
WP Buffs is the very best 24/7 technical support partner for any individual, business or organization with a WordPress website. Building strong and long-lasting relationships with our customers is our highest priority. We’re looking to add driven people to our team who are obsessed with making customers and partners happy, being a core member of an ambitious team and a creating a digital world filled with magnificent WordPress websites. If this sounds like you, read on!
MISSION
Your mission, should you choose to accept it, is to make WordPress headache-free for all WP Buffs customers and partners and turn our customers, partners and the entire WordPress space into raving WP Buffs fans!
TECHNICAL SKILLS
You don’t need to be a senior support technician with 20 years of experience. But you do need to know enough WordPress to manage a team of developers and support knowledge to keep reply and resolution times low.
You also need to love solving complex challenges to help folks grow their business through WordPress.
HTML, CSS and technical experience is good, although not required. What’s most important is a strong background in the WordPress dashboard, hosting infrastructure and error troubleshooting to understand problems and help our technical team pinpoint and tackle customer challenges.
Full product training is provided to the right candidate to ensure success!
Required experience
- 1+ year(s) of customer support experience
- 2+ years of WordPress experience
- Ability to manage small team of developers in help desk
- Solid understanding of pain points of agencies, freelancers and web professionals.
- Confident to advise agencies, freelancers and web professionals in video calls in how to successfully sell and integrate white-label care plans into their businesses.
- Fluent and error-free English written and verbal communication
Preferred experience
- Basic HTML
- Basic CSS
- Page Builders (Elementor, Beaver Builder Divi, etc)
- BlogVault
- HubSpot
- Calendly
- Zoom
If you’re confident in your WordPress support skills and can hold your own, you’ll fit well into our already talented team!
OUTCOMES
As part of our Customer Success team, you are fully responsible for making sure our team achieves the following outcomes.
- Manage a small team of developers to ensure an average first response time of less than 2 hours and resolution time of less than 24 hours for all tickets.
- Communicate efficiently and simply with customers in fluent and error-free English written communication and resolve all tickets in 3 or fewer replies.
- Manage accounts of hundreds of customers and keeping us 100% organized when it comes to onboarding, upgrades, downgrades, customer notes, cancellations, etc.
- Always work towards 0 tickets left in the desk and 0 tasks in projects.
- Actively experiment with, pursue and execute new strategies to help our direct customers and white-label partners be more successful with our care plans and white-label care plans respectfully.
- Be an active participant in the company culture by being present and communicating with the team in Slack throughout the day.
Everything you do in Customer Success will contribute to one of the following objectives in a positive way.
- Increased MRR
- Reduction of user/revenue churn
You won’t have to be a data buff to be successful but you’ll have a significant impact on hitting overall Customer Success team objectives in these areas and will work with these top of mind.
If this sounds like your cup of tea, you might be a good fit on our team!
COMPETENCIES
It’s not just customer success skills you need to be a Buff. It’s the right attitude with which you come to work with every day.
- Practice radical transparency
- Make decisions and own them
- Take customer-focused action
- Deliver exceptional results on-time
- Double check all work for completeness and correctness
- Lead by example
- Always have the backs of other Buffs
- Work full days during your shift
If you’re confident you can live and breath these values, you’ll be a good fit for our team!
THE BASICS
These are woven into the DNA of every Buff.
- Humble: our team knows that we don’t know everything. When you come on board with WP Buffs, we expect you to admit when you make errors, ask when you don’t know the answer and always tell the truth.
- Hungry: we want to be the very best technical support partner for any individual, business or organization with a WordPress website. That means going above and beyond for our customers is the norm.
- Smart: we’re a talented bunch who all know how to navigate any WordPress dashboard and hosting provider. Diving into technical work, improving internal systems and finding innovative solutions excites you.
CORE VALUES
Our North Star, practiced and pursued daily.
- Practice radical transparency: you’re unapologetically yourself and honest, maybe to a fault. You give honest and sincere feedback and love when people are honest with you, whether it’s an easy or difficult conversation.
- Make decisions and own them: when decisions are made, you are all in. Nothing will keep you from accomplishing your individual and team goals. Furthermore, you make them your personal mission because it’s the right thing to do.
- Take customer-focused action: every decision or action we take as a team has our customers and partners in mind. Our goal is to help them accomplish theirs, so living and dying by our customers’ success is a requirement.
- Exceptional results, on-time: we take everything to the next level. Average and late work won’t be tolerated here. If doing big things and racing to the finish line gets you pumped up, you’re in the right place.
- Lead by example: nobody at WP Buffs sits on their high horse and expects others to do the work. We all get our hands dirty and no matter your position, you’ll be instrumental in the work we do.
- Always have each others’ backs: we’re a family here at WP Buffs and that means creating an environment of trust. Have the backs of your fellow Buffs and they’ll have yours. Together, we’ll win the day. It’s just that easy.
ABOUT YOU
Being a great fit here is just as much about you as it is us.
- You’ve worked remotely: you’ve done remote work before and teamed up with a distributed team.
- You’re a self-starter: you don’t need permission to get work done. You choose action over inactivity.
- You can follow detailed instructions: much of our work is systematized. Reading and following directions is a strength.
- You’re friendly: being polite, smiling and laughing are important parts of your day.
- You want to improve: making yourself a little bit better each and every day is what drives you.
- You’re self-accountable: you don’t need anybody micromanaging the quality of your work because you are your own hardest critic.
- You’re responsive: when a teammate hails you on livechat, you always answer. Because good communication is important.
- You’re trustworthy: you do what you say you will and you’ll work hard to make sure everybody on the team knows that.
- You love feedback: you’re comfortable receiving feedback and will use it to fuel your improvement.
- You’re results-oriented: we measure success with data. You’re always motivated to improve the numbers.
- You’re helpful: when a teammate needs help with something, you’re the first person to jump in and help out.
- You like gifs & emojis: these are pretty big staples of our internal team chat. Yep – we can get pretty goofy.
PERKS
With most remote jobs, working remotely is the only plus. Not here. Yes, you’ll be working hard. And that means you’ll be well taken care of.
- Unlimited vacation: take time off when you need it. We work very hard but prioritize the health of our employees.
Work remotely: you can work from anywhere as long as you have a strong, secure internet connection. - Travel budget: we all receive funds to travel to WordCamps, conferences or work with fellow Buffs.
- Flexible work schedule: as long as you work full hours and it’s done well and on-time, you work when you want.
- Gym pass: we pay for gym memberships and fitness classes so you can stay healthy and balanced.
- Unlimited books: we pay for any book or audiobook you buy, whether it’s fiction or nonfiction.
- Equipment & technology budget: we’ll buy you a standing desk, headphones and any other technology you need.
- Professional development budget: all the Buffs want to level up their skills, so we provide professional development opportunities.
- 3 months of parental leave: whether you’re going to be a new mom or dad, take 12 weeks paid time off with your new little one.
- Full benefits coverage: healthcare, dental, vision, short- and long-term disability & life insurance. Buffs outside the US are also covered.
- 401k: coming soon. Save for retirement and we’ll match up to 4% so you can feel comfortable with your future.
- Coworking space: want to work in a co-working space? We’ll cover the costs so your can work where you want.
“Our new customer success hire is somebody who is an over-communicator. It’s essential that our customer success team progresses hand-in-hand with our operations as a whole, sales and marketing. That means regular check ins and making sure every side of the business is talking regularly.” Allie Nimmons, Customer Success Manager, Miami, USA
“Our new customer success hire understands that growing the business doesn’t just stem from new customer and partner acquisition, but expanding existing accounts and upgrading current customers. They’ll need to focus on that second aspect of growing WP Buffs and they’re pumped for that challenge.” Dean Burton, Customer Success Lead, Seville, Spain
“Our customer success team is absolutely obsessed with customer and partner success and happiness. We’re looking to hire somebody who will go above and beyond in this capacity, as well as bring new ideas to how we can make the people we work with more successful in the future.” Joe Howard, Founder, CEO, Washington, DC, USA
COMPENSATIONN
Salary for this position is completely dependent on your experience, location, technical skills, how well you can help us tackle the outcomes for this position and the competencies you can display as a member of this team. This is something we’re happy to discuss once you’ve gotten further along in the application process.
EQUAL OPPORTUNITY EMPLOYER
At WP Buffs, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. WP Buffs is proud to be an equal opportunity workplace and is an affirmative action employer.
We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.
All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
While this all sounds good, WP Buffs is run by humans. Sometimes biases are unconscious and hidden. Diversity programs and training might not work as expected. And good intentions are often inadequate. That’s why we’re always working to improve in this area and welcome an open dialogue. Email us anytime at careers@wpbuffs.com to help us be a better equal opportunity employer.
APPLY
Please apply on our website above 🙂