Overview:
We are looking for a reliable, customer-focused Virtual Assistant to support daily customer service, order processing, and accounts receivable operations. The ideal candidate has excellent spoken English, a clear and professional phone presence, and a kind, patient demeanor when communicating with customers. This role involves handling inbound calls, processing customer orders, following up on outstanding balances, and assisting with payment collection using specialized business software. The successful candidate must be comfortable following established procedures, learning new software, and handling challenging customer interactions professionally.
Key Responsibilities:
Customer Service & Phone Support
- Answer inbound customer calls and respond to inquiries in a professional and courteous manner.
- Assist customers with questions regarding products, orders, account balances, and payments.
- Maintain a friendly, patient, and helpful attitude during customer interactions.
- Handle difficult customer conversations calmly and professionally, following established guidelines.
- Escalate complex issues to the appropriate team member when necessary.
Order Processing & Management
- Receive, enter, and process customer orders accurately using the company’s software system.
- Verify customer information, order details, and other relevant records.
- Update customer accounts and order statuses as needed.
- Coordinate with the internal team to ensure orders are processed and followed up on appropriately.
- Maintain accurate and organized records of customer transactions and order-related communications.
Accounts Receivable & Payment Collection
- Contact customers regarding outstanding balances and overdue payments.
- Make payment reminder calls and follow up on unpaid invoices according to established procedures.
- Assist customers with credit card payments and payment processing in accordance with company policies.
- Record payment details, collection attempts, and customer responses accurately in the system.
- Maintain organized records of outstanding balances and pending payment follow-ups.
- Identify discrepancies or payment-related concerns and escalate them to management when appropriate.
Administrative & System Support
- Learn and become proficient in the company’s software system and internal workflows.
- Maintain accurate customer records, call notes, payment updates, and follow-up tasks.
- Follow established scripts, instructions, and procedures for customer service and collections.
- Organize daily tasks to ensure timely completion of calls, orders, and payment follow- ups.
- Communicate with the supervisor when clarification or additional guidance is needed.
Qualifications & Requirements:
Required Qualifications
- Excellent spoken English with a clear, professional accent and strong telephone communication skills.
- A friendly, kind, patient, and professional demeanor when dealing with customers.
- Strong listening and communication skills, including the ability to communicate effectively with customers who may have limited English proficiency.
- Ability to remain calm and respectful when handling difficult customers or sensitive payment-related conversations.
- Strong attention to detail and accuracy when processing orders, recording payments, and updating customer accounts.
- Good computer skills and the ability to learn specialized software.
- Willingness to follow detailed instructions, established workflows, and company procedures.
- Reliable, organized, and able to manage recurring follow-ups independently.
Preferred Qualifications
- Previous experience in customer service, call center operations, order processing, or accounts receivable.
- Experience making payment reminder calls or handling collections.
- Familiarity with credit card payment processing and customer account management.
- Experience using customer management, order processing, or accounting software.
Ideal Candidate Profile:
The ideal candidate combines excellent communication skills with patience, professionalism, and a strong sense of responsibility. They should be comfortable speaking with customers throughout the day, following specific instructions, and asking for guidance when faced with unfamiliar situations.
Key attributes include:
- Professional communication: Speaks clearly and confidently over the phone.
- Customer empathy: Treats customers with kindness and respect, even in challenging situations.
- Attention to detail: Ensures orders, payments, and customer records are accurate.
- Adaptability: Learns new software and internal processes quickly.
- Accountability: Completes assigned tasks and follows up without constant reminders.
- Coachability: Accepts feedback and follows established procedures for handling customer interactions.
Work Schedule:
- Part-Time
- Approximately 25 to 40 hours per week
