03/07/2025
๐จ We're Hiring: Virtual Assistant (w/ customer service background preferred) ๐จ
๐ค Role Overview
We are seeking two proactive and highly organized Virtual Assistants (VAs) to support a fast-growing, multi-location pet care business offering dog daycare, boarding, and training services. These VAs will play a critical role in enhancing operational efficiency by providing frontline virtual support for customer communications, appointment scheduling, and lead follow-up.
Working closely with the business owner and supporting three physical locations, the VAs will ensure timely responses to phone and email inquiries, maintain calendar organization for behavioral assessments (initial dog onboarding), and promote consistent customer service standards across all branches. While the core focus will be on communication and coordination, over time the role may expand to include reporting support, internal project coordination, and basic administrative tasks such as staff scheduling or light bookkeeping.
This is an ideal opportunity for individuals who are customer-focused, organized, and eager to support a mission-driven, animal-loving organization through remote operations excellence.
๐ Responsibilities:
โข Email & Inbox Management
- Manage shared Outlook inboxes for three Camp locations (Mount Juliet, Chattanooga, and Jacksonville).
- Sort, flag, and prioritize emails for timely follow-up.
- Monitor voicemails forwarded via email and ensure prompt responses (within 1โ3 hours max).
- Identify unread emails or lost messages.
โข Calendar Management & Scheduling Support
- Assist with calendar organization, particularly for scheduling dog behavior interviews (initial customer onboarding).
- Use Outlook and Acuity (similar to Calendly) for coordinating appointment times with clients.
- Ensure clarity and accuracy in scheduling and avoid overlaps.
โข CRM Management
- Learn and lightly manage inputs via DataDog ( internal company CRM).
- Maintain contact records, log notes on customer interactions, and support accurate
and up-to-date CRM records.
โข Lead Follow-Up
- Respond to marketing-generated inquiries (from Scorpion Marketing and Google Pages) in a timely manner.
- Follow up via phone or email to convert warm leads into appointments.
โข Customer Service
- Serve as the primary virtual contact for inbound calls and emails, responding promptly to inquiries about services, pricing, and processes.
- Use internal scripts and guidelines to ensure clear, consistent messaging across all three locations.
- Reduce missed call rates by answering calls in real time and following up on voicemails efficiently.
- Minimize repeated call attempts by logging call outcomes and ensuring timely,
effective responses.
โข Project Management
- Coordinate recurring staff meetings and assist with internal documentation as needed.
- Potential to assist with additional team coordination as the business scales.
โข Potential Future Tasks (Once the Business Scales):
โข Reporting
- Monitor automated reports (e.g., from Tableau) that are delivered to shared email inboxes.
- Flag or forward essential reports to Tyler or other decision-makers.
- Assist in pulling relevant data, organizing reports, and providing visibility to business performance.
โข Basic Bookkeeping
- Provide light support for payroll tracking or basic bookkeeping
โข Travel Coordination
- May assist the business owner with travel planning across business sites as needed.
๐ Qualifications:
โข 3+ years of experience as a virtual assistant, office assistant, or similar administrative role.
โข Experience in customer-facing roles (email + phone-based communication preferred).
โข Experience with lead follow-ups.
โข Experience managing Outlook inboxes and calendar.
โข Familiarity with Acuity or similar scheduling tools (e.g., Calendly) is a plus.
โข Excellent written and verbal communication skills
โข Tech-savvy and comfortable with remote tools and systems, with a willingness to learn new platforms such as DataDog, Scorpion Marketing, and Tableau.
โข Proactive, reliable, and highly detail-oriented.
๐Time Commitment
โข Full-time position with remote work setup
โข Two shifts (EST):
โข Shift 1: MondayโFriday, 6:30 AMโ3:30 PM EST
โข Shift 2: TuesdayโSaturday, 11:00 AMโ8:00 PM EST
โข Sunday coverage not required.
โ
Key Performance Indicators
โข Call Responsiveness: Reduce missed call rate from 40โ45% to below 10%.
โข Email Turnaround: Respond to customer and voicemail emails within 1 hour.
โข Consistency of Messaging: Ensure aligned communication across all customer interactions.
โข Lead Conversion Support: Improve follow-through on warm inbound leads.
โข Reporting Accuracy: Ensure the business owner receives key reports on time and flagged for visibility
โจ Youโre a Great Fit If You:
โข Enjoy working independently and taking ownership of tasks
โข Can easily adapt to new systems and workflows
โข Are experienced with remote work and self-management
โข Value clear, consistent communication with teammates and clients
โข Are eager to contribute to an evolving and growing business
โข Have a passion for delivering outstanding customer service
โข Value consistency, accuracy, and high responsiveness
๐ ๐๐๐ ๐ญ๐ก๐ ๐๐จ๐ฆ๐ฆ๐๐ง๐ญ ๐๐จ๐ซ ๐ญ๐ก๐ ๐๐ฉ๐ฉ๐ฅ๐ข๐๐๐ญ๐ข๐จ๐ง ๐ฅ๐ข๐ง๐ค!
