Overview:
We are looking for a warm, organized and confident VA to keep business communications close to its customers. The main focus is proactive courtesy calls that keep customers happy and loyal, and that make sure they come to our client first whenever they need a change. Our client sets up and manages phone and internet service for businesses through major providers such as Verizon, Optimum, Spectrum and its hosted VoIP partner. This role covers courtesy calls and client retention, plus support on customer service issues such as outages, billing and service requests. The VA works closely with the Sales and Customer Service team.
Employment Type:
- Part-Time
- Remote
- 20 Hours per Week
Key Responsibilities:
Courtesy Calls & Relationship Management
- Review each customer’s services in the CRM before calling
- Make short outbound check-in calls and reach the decision-maker, not just the receptionist
- Send a follow-up email after each call and schedule the next check-in
Client Retention, Upsell & Win-Back
- Flag at-risk customers (repeat issues, rate complaints, moves, contracts ending)
- Spot upsell opportunities and hand them to Sales
- Support renewals and follow up on former or non-billing customers
Customer Service Support
- Open and follow trouble tickets with providers until resolved
- Help with billing issues and hosted phone change requests
- Cover the customer service inbox on assigned days
CRM & Reporting
- Log every call, email and update in the CRM the same day
- Work daily reminders so no follow-up is missed
- Report on outreach completed, issues raised and opportunities found
Qualifications:
- Excellent spoken and written English
- Customer service, customer success or account management experience
- Comfortable making outbound calls, with professional phone etiquette
- Strong relationship-building and rapport skills
- Organized, with strong documentation and CRM skills
- Reliable internet and a quiet remote work setup
- US telecom or ISP experience is a plus
Success Measures:
- Courtesy calls and follow-ups completed consistently with minimal supervision
- Improved customer retention and satisfaction
- Upsell and win-back opportunities identified and converted
- Accurate, up-to-date CRM records
- Customer concerns raised early, with suggested solutions
Tools:
- CRM System (client-provided)
- VoIP Phone System
- Google Workspace
- Microsoft Office
- Remote Desktop or Virtual Desktop Environment (if required)
