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.