Customer Support Administrator

Full Job Description

Allied Development is seeking a Customer Experience Virtual Assistant to enhance our customer journey amidst a significant growth phase in the real estate development sector. This role is pivotal for managing digital interactions such as email support, supporting community engagement in our Facebook Group, and ensuring our customers receive exceptional support across all touchpoints.

Your responsibilities will include moderating our online communities, managing support communications, onboarding new customers, tracking customer data, assisting in event planning, and streamlining administrative processes. We're looking for a proactive, detail-oriented individual who thrives in a dynamic environment and is passionate about delivering superior customer service.

As a key member of our team, you'll have the opportunity to make a significant impact on our customer satisfaction and contribute to our innovative approach to real estate development.

As a Customer Experience Virtual Assistant, your role will be pivotal in boosting member satisfaction and engagement through timely and empathetic support responses. You'll play a key role in enhancing the vibrancy of our community platforms, such as our Facebook group, by implementing engaging content and interactive activities. Your contributions to the planning and execution of the Annual Event will aim to improve attendee experiences each year. By efficiently managing administrative tasks and support emails, you'll help streamline operations and reduce response times, making resources more accessible to our members. You'll also support our referral and partnership programs, ensuring clear communication and fostering growth. Throughout your role, you'll focus on using insights from support interactions to drive continuous improvement in our services and maintain a keen eye on data to inform strategic decisions. Your efforts will directly contribute to a stronger, more connected community, and support Allied Development's mission to deliver exceptional customer experiences.

Job Responsibilities

Support Email:

Serve as the first point of contact for member inquiries via email, providing solutions and directing them to resources for their concerns. This will be one of your main responsibilities. 

Manage Group Coaching Calls on Zoom:

Coordinate and set up the calls on zoom, ensuring a seamless experience for members.

Track attendance and engagement during calls to aid in member interaction analysis.

Facebook Group Management:

Actively manage our Facebook group by posting weekly Zoom calls, accepting new members, and implementing strategies to boost interactivity and engagement.

Moderate social media organic and paid posts. 

Event Planning Assistance:

Assist in the planning, organization, and communication tasks for the annual event, requiring collaborative effort for a successful event execution.

New Member Fulfillment:

Enhance the onboarding experience for new members, ensuring they receive prompt and efficient access to our services and community.

Assist With Customer Communication On Referrals:

Manage communications with members about the progress of their referral to us, ensuring transparency and engagement throughout the process.

Work closely with team members to monitor and communicate the progress of partner program referrals, enhancing our partnership ecosystem.

Administrative Tasks:

Assist with managing calendars for meetings, events, coach interactions, etc.  

Provide documents/ course access/ links/ etc. to the sales and marketing team

Content and Data Management:

Upload group coaching calls for member access.

Regularly update the FAQ section based on inquiries and discussions from the calls.

Maintain and update KPI Scorecard & Client Tracking Mastersheet for internal performance tracking.

Job Requirements

• Excellent English
• Customer Service in US based company for 3+ years
• Excellent communicator and goes above and beyond for customers within company boundaries
• Detail oriented
• Excellent Google Workspace skills
• Proficiency with Customer Relationship Management Systems, GoHighLevel preferred
• Proficiency with Kajabi, Zoom
• Social media moderation management

Skills Required

• Social Media Moderation - Intermediate
• Zoom - Intermediate

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