Customer Service VA

Company: Trauma Healing Accelerated
Role: Customer Service Virtual Assistant
Target start date: ASAP
Duration: 30 Day Contract with option to extend to a permanent role
Hours: 20 to 30 hours per week
Location(onsite/offsite): Fully Remote
Compensation: to be discussed / based on experience and education

*Do not submit your application through LinkedIn. The instructions on how to apply are at the bottom. Please read the below carefully:

Why Join Trauma Healing Accelerated?

Our Mission: Trauma Healing Accelerated is an LLC dedicated to an improved holistic and integrative model for addressing stored trauma in the body. By addressing the Biology of Trauma®, not just one psychology and emotions, we believe that people can accelerate their trauma healing journey, whether from a chronic health issue, anxiety or relationship challenges. The Biology of Trauma® has been the missing piece for our current medical and mental health models and our mission is to bring the Biology of Trauma® model to all medical and mental health educational systems around the world by the year 2041, becoming the leader in bridging the worlds of trauma and functional medicine.

Our Values: THA’s fundamental principles center around its commitment to excellence, upholding the highest standards of integrity, nurturing a dynamic team culture and efficient communication that promotes collaboration and shared success, and fostering an environment conducive to working together as a team and supporting each other and our customers like we would our family.

Have A Global Impact On People And Trauma Healing: Contribute to projects that make a significant difference and empower individuals all over the world on their trauma healing journeys.

Uplevel Yourself: Be prepared to learn how to perform at the top of your game and above industry standards. Expect to learn by asking questions of how could you do this better and faster next time, analyzing your results and numbers and doing your part to contribute to the excellence of a team.
Team Collaboration: Be a part of a team that values supporting each other and giving before receiving, going the extra mile for each other because we know that is what they would do for us. Our goal is to go far, go fast (though not rushed) and have fun doing it.

Job Summary: The customer service and social media assistant is responsible for managing the day-to-day operations of the main customer inbox. This includes developing FAQs, responding to inquiries, issuing refunds, and troubleshooting any other issues that arise. This role is also responsible for tracking pertinent data from our inbox, monitoring social media accounts, attending meetings and tracking projects, and other relevant tasks.

Tasks and Responsibilities: The critical role makes an impact by performing the following critical tasks:

Customer Service Inbox:

Interact with customers through email to solve issues and questions about products, services, and policies
Maintain up-to-date SOPs for your tasks and follow those guidelines
Delivering information about courses, events, social media, the newsletter, etc.
Report to supervisors and forward unresolved queries to specialists.
Correcting registrations in Kajabi
Issuing refunds in Kajabi
Updating the autoresponder by putting in upcoming events and FAQ’s that could serve as a reference to the customers.
Maintain job knowledge and consistently update Customer Inquiry FAQs
Sending out surveys to measure customer satisfaction and continuously developing new ways to improve support.
Provide monthly reports on total tickets resolved.
Provide monthly refund summary reports

Social Media Moderation:

Follow commenting protocols in all social media channels.
Remind Dr. Aimie of her posting schedule.
Heighten engagement through monitoring social media comments.
Respond in a professional way to social media comments
Quality check the post to avoid unnecessary mistake such as *(typo error and incorrect grammar)
Updating FAQ and SOP on social media commenting and posting and when there are event announcements.

Email Marketing Support:

Extract Email Sequence data on the ???Email Sequence File”
Do quality checks on every newsletter that is being broadcasted.
Delegate on getting the analytics for new “subscribers” and those who “unsubscribe”.
Assist on content planning and call to action strategy
Track and grow leads by updating customer conversion (Qualified, warm, cold)

Qualifications and Skills:
Ability to manage a calendar and schedule appointments
Proficiency with Microsoft Office tools such as Word, Excel, and PowerPoint
Knowledge of marketing, advertising, and public relations
Excellent written and verbal communication skills
Excellent organizational skills
Familiarity with social media platforms
Proficiency with cloud-based platforms such as Google Docs
Strong time management skills and the ability to multitask
Skilled in data entry
Ability to work in a fast-paced environment
High-speed internet connection
Ability to project manage
Experience with zoom and its many features

* To Apply:
Complete the application form: Click to view/D3dEVHeo61Bk6ppk7

At the end of the application above are the specific instructions to do next. Please note, the application process itself is part of the test. If the application instructions are not completed exactly as instructed, you will not be a good fit for this position and we thank you for your time.

* Qualified candidates will be invited to proceed to the next level of the application process. If you are not selected, you will not receive an email inviting you to the next step in the application process and we thank you so much for your time!