Client Care Specialist & Office Admin

Main Purpose of the Job:
To support the management of office operations and marketing activities for the company,
emphasizing customer care, systems implementation, and company growth.
General Responsibilities and Expectations:
Admin Support:
? Answering phone calls and texts on the main line and answering inquiries or routing to
the appropriate person(s)
? Process Matterport 3D tours and upload links to project folder
? Download 2D Floor Plans from Home3Ds and upload to the project folder
? Submitting photo editing requests, floor plan changes/updates, and video editing
requests to the appropriate channels
? Monitor content delivery channel on slack and quality check
? Fluency with OneLook Portal, including:
? Booking orders through scheduler for clients
? Add notes into project details and project chat for CS and editors
? Tracking project status in Order Management
? Adding Geowarehouse property outlines for aerial photos to project chat in portal.
? Sending client deliverables and ensuring that the services are being moved and
notes are being added to the portal. Ensure project invoice is accurate.
? Creating client single listing websites and flyers on OneLook portal.
? Ensuring files get sent to customers on Weekend Dates as needed
? Weekly orders reporting exported and sent to management team
? General understanding of Quickbooks to create invoices as needed. Real Estate
projects are billed through the OneLook Portal, however, some corporate projects would
require invoices being made in QBO.
? Attend Friday 9AM team meetings (virtually)
? Create meeting minutes as requested
? Requesting airspace on DJI
? Communicate with team members on slack
? Assist in creating training materials as needed
? Assist in maintaining HR/H&S programs as needed
? Maintain clean and organized email inbox for main account and owner’s accounts
? Assist Manager of Operations in organizing calendars for all team members
? Assist in maintaining owner’s calendars
? Submit virtual staging requests to outsourced photo editors
? Minor photo and/or video editing if required
? Create and distribute weekly reports as required by management (assist in development
of reports for non-existing ones)
Marketing & Sales Support:
? Creation of YouTube thumbnails and uploading videos to YouTube and sharing links to
the project folder
? Develop and maintain marketing assets for various purposes, including social media,
website, and print campaigns
? Use Canva to create graphics and templates as required
? Schedule/Post approved content to Social Media Platforms, including posts & stories
? Assist in scheduling/posting on select client’s social media
? Create lead lists in existing and new markets by researching look-a-like audiences and
utilizing CRM to document lead interactions and status’
? Assist in developing project proposals for corporate projects
? Other marketing and sales support tasks as needed
Client Care:
? Follow up with each customer after their appointment to ensure they are satisfied. If they
are satisfied, we ask for referrals and reviews. If they are not, solve the situation,
including editing requests, reshoots, giving credit, and ensuring the issue is resolved in a
timely manner. Escalate to Manager of Operations as needed.
? Inbound and outbound call for customer success.
? Fluency with OneLook Portal.
? Logging customer notes, complaints, and feedback directly to OneLook CRM and
keeping accurate notes and data within CRM.
? Monitor website chatbot to support clients and leads
? Assist with customer scheduling and booking via phone calls, texts & emails
? Client check-in calls
? Send client gifts as instructed
Essential Skills and Attributes:
? Comfortable with managing a large number of tasks and projects simultaneously
? Excellent customer service, communication, and organizational skills
? Understanding of social media platforms and other marketing technologies
? Strong analytical, problem-solving, and decision-making skills
? Excellent time management skills with the ability to prioritize and meet deadlines
? Ability to work well in a high-paced environment and at times stressful environment
? Aptitude for technical/systems adoption and ability to pick up new technologies quickly
? Proficient with Google G Suite and word processing software
? Customer Relationship Management (CRM) software fluency
? Self-starter and ability to work with minimal supervision
? Proper spelling and grammar
? Passionate about the subject matter (primarily Real Estate and small business)
? Ability to pivot with changes to scheduling/tasks
? Confident in their abilities & long term career focused
The items noted above are how OneLook keeps our employees accountable for the work that
they are being compensated for doing. Failure to comply with the job description may result in
temporary leave without pay or termination.
Hours
– Monday -Friday 9:30 AM – 5:30 PM EST
– Roughly 2 hours EST Saturday (If applicable to send promised deliverables to clients)