Virtual Assistant |

Position:Virtual Assistant

Location: Remote: SA/LatAm

Work Schedule:PST Hours

Salary:Market RelatedPart Time-20 hours per weekDuration: 6 MonthsOur Clientis 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 the owner'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, 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 GoalsOnce 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.