Scale Virtually VA

Customer Support

• Respond to inbound and outbound customer interactions in Spanish and English as they come in (calls, emails, chat).
• Take ownership of each issue from first contact to resolution—do not leave cases incomplete or unclear.
• Resolve common issues immediately; escalate only when necessary with clear documentation.
• Maintain control of conversations, especially when customers are confused or frustrated.
• Switch between phone, email, and chat support throughout your shift without drop in quality.
• Adjust tone and clarity depending on the customer’s language and level of understanding.
• Translate or clarify information in real-time for Spanish-speaking customers when needed.
• De-escalate tense situations without transferring the problem unless required.
• Identify when a customer is at risk of dissatisfaction and adjust your approach to retain them.
• Ensure each interaction ends with clarity—no unresolved confusion.
• Log every interaction accurately in CRM systems immediately after handling it.
• Track follow-ups and ensure no open cases are forgotten.
• Maintain clean, structured records that another team member can understand instantly.

Bilingual Customer Support Representative, Spanish-English

Sales

• Closing Qualified Leads
• When a qualified lead is assigned, review context and run the sales call without needing prep from others.
• Lead the conversation to understand client needs, position the service, and move toward a commitment within the same call or defined follow-up.
• Present pricing (hourly + setup fee) clearly and guide the prospect toward agreement.
• Negotiation & Deal Execution
• When prospects hesitate on price or scope, identify the real concern and negotiate terms to move the deal forward.
• Adjust positioning based on client needs while protecting deal viability.
• Push for a clear outcome on every call: close, next step, or disqualify.
• Follow-Up to Close
• After each call, immediately log notes and set follow-up actions in CRM.
• Re-engage prospects consistently (calls, messages) until a decision is reached.
• Do not allow deals to stall due to lack of follow-up or unclear next steps.
• Pipeline Management & CRM Accuracy
• Track every deal stage accurately in CRM with updated notes and next steps.
• Maintain visibility on all active deals and prioritize based on likelihood to close.
• Flag at-risk deals early and take action before they go cold.
• Objection Handling
• Address objections directly during conversations instead of deferring.
• Reframe concerns (price, timing, trust) into decision-driving discussions.
• Collaboration & Reporting
• Coordinate with lead generation and account teams to improve conversion quality.
• Report performance, deal status, and blockers clearly to leadership.

Sales Closer

Account Executive

• Engage with pre-qualified leads ($5K–$25K+) and close deals end-to-end.
• Run structured discovery calls, lead prospects through decision-making, and close on the spot.
• Handle objections, pricing discussions, and negotiations with authority.
• Maintain high conversion rates and deal velocity; flag stalled deals immediately.
• Translate complex offerings (virtual staffing, sales systems, AI-driven automation) into tangible business outcomes.
• Adapt your pitch based on prospect needs and real-time feedback.
• Provide rationale to clients that justifies pricing and ROI.
• Identify conversion bottlenecks: lead quality, messaging, qualification gaps.
• Recommend refinements to scripts, positioning, and closing frameworks.
• Share best practices and insights with the team to improve overall results.
• Set the performance standard for closing; mentor junior closers.
• Uphold a high-performance sales culture through example and feedback.

Senior Sales Director – High-Ticket Closer

Onboarding Specialist

• Lead client onboarding sessions: Run structured discovery and expectation-setting calls; clarify scope, timeline, and deliverables before recruitment begins.
• Document workflows: Translate client operations into detailed SOPs that can be executed by VAs without follow-up questions. Step in when workflows are incomplete or ambiguous.
• Draft and refine Job Descriptions: Ensure JDs reflect actual responsibilities, required skills, and workflows before recruitment begins.
• Coordinate with Placement Specialists: Confirm role readiness and align on candidate profiles; flag gaps early.
• Manage client alignment: Keep clients informed of next steps, follow-ups, and any blockers in real time.
• Train newly placed VAs: Deliver hands-on guidance on documented workflows; verify competency before handoff to Operations.
• Ensure smooth operational transition: Oversee placement handoff into Operations, addressing gaps that could disrupt delivery.

Client Onboarding – Process Manager

Social Media Manager

• Responsible for building and executing social media campaigns to attract high-net-worth investors.
• Manage daily engagement across multiple social media platforms.
• Create, edit, and schedule posts highlighting market insights and client success stories.
• Run paid and organic campaigns targeting accredited investors and high-net-worth individuals.
• Generate monthly analytics reports tracking impressions and engagement metrics.
• Test creative variations and provide actionable recommendations.

Social Media Marketing, VA

Recruitment

• Own the candidate lifecycle from sourcing to offer closure.
• Identify potential candidates using job boards, social media, and professional networks.
• Write and post job ads across multiple platforms.
• Screen incoming applications for minimum qualifications and cultural fit.
• Flag top candidates and escalate only when necessary.
• Schedule interviews with candidates and hiring managers across time zones.
• Confirm candidate availability and prevent no-shows via phone, SMS, or email.
• Maintain consistent communication with candidates throughout the process.
• Provide timely feedback and updates to candidates.
• Maintain accurate hiring trackers and dashboards.
• Partner with hiring managers to understand role needs and culture requirements.

Talent Acquisition Specialist

Executive Assistant

• CEO Calendar & Schedule Management: Proactively update the CEO’s calendar, confirm appointments, and resolve conflicts before escalation. Ensure daily schedule supports executive priorities.
• Meeting Coordination & Briefing: Prepare agendas, meeting materials, and post-meeting summaries. Ensure executives enter meetings ready to act, not review raw data.
• Professional Correspondence & Reporting: Draft, review, and manage emails, internal communications, and operational reports. Flag sensitive or high-impact items for CEO attention.
• Department & Stakeholder Liaison: Act as the virtual point-of-contact between CEO and department heads. Follow up on delegated tasks to ensure deadlines are met without repeated reminders.
• Operational Oversight & Documentation: Maintain digital files (Dropbox, Google Docs), track KPIs, monitor progress on initiatives, and ensure all critical information is accurate and accessible.
• Project & Special Initiative Support: Assist with onboarding, document organization, and special projects, identifying gaps and proactively suggesting improvements.
• Client & Process Administration: Support client management processes, track automation workflows in GoHighLevel, and manage related administrative tasks.

GoHighLevel CRM Expert – Virtual Assistant

Bookkeeper

• Manage end-to-end bookkeeping for multiple rental properties.
• Reconcile accounts and track tenant payments.
• Maintain property-ledger integrity and generate financial reports.
• Troubleshoot discrepancies independently.
• Handle bank reconciliation and credit card tracking.
• Audit ledgers monthly and manage accounts payable/receivable.
• Produce property-level financial statements and support tax preparation documentation.

Bookkeeper, Virtual Assistant

Inside Sales

• Handle inbound leads in English and Spanish
• Conduct discovery and follow-up calls
• Qualify prospects and move them through the pipeline
• Identify objections and address them effectively
• Maintain accurate CRM records
• Own your pipeline and follow-ups
• Collaborate with the team to improve conversion

Inside Sales Agent

Chief Marketing Officer

• Implement and oversee marketing campaigns, including email, text, and social media schedules.
• Create, edit, and schedule marketing content using Canva or similar tools.
• Track campaign performance and ensure brand consistency.
• Respond to client inquiries on social media and email.
• Organize and summarize emails, categorize by priority, and respond to general inquiries.
• Draft and send emails based on executive directives.
• Manage and coordinate schedules, appointments, and reminders.
• Ensure calendar alignment with business objectives and prevent conflicts.
• Arrange travel accommodations and bookings.
• Assist in planning events, webinars, and promotional activities.
• Maintain and update marketing calendars to ensure timely execution of campaigns, including drip campaigns and 36-Touch.
• Update CRM tools with campaign data and track engagement metrics.
• Support hiring processes by scheduling interviews and assisting with onboarding.
• Manage pre-listing and post-closing procedures.
• Update financial records and draft contracts as needed.
• Handle data entry, record-keeping, and comparative market analyses.

Marketing Executive, Virtual Assistant

• **Role Overview**
• We are seeking a **dynamic and engaging Virtual Assistant Trainer** whose core responsibility is to **facilitate live and virtual training sessions** for VAs.
• This role focuses on **delivering structured training programs, driving participation, and ensuring knowledge retention** to turn trainees into confident, job-ready Virtual Assistants.
• **Key Responsibilities**
• **1. Training Facilitation (CORE FUNCTION)**
• - Conduct **daily live training sessions** (Zoom or similar platforms)
• - Deliver pre-designed training modules with clarity and energy
• - Break down complex topics into simple, actionable steps
• - Maintain high engagement through:
• - Q&A sessions
• - Interactive discussions
• - Roleplays and simulations
• **2. Learner Engagement & Classroom Management**
• - Create a **high-energy, supportive learning environment**
• - Encourage participation and manage different learning styles
• - Handle questions, objections, and learning blockers in real-time
• - Ensure trainees stay on track and motivated
• **3. Practical Training Execution**
• - Facilitate:
• - Hands-on exercises
• - Scenario-based activities
• - System walkthroughs (CRM, bookkeeping tools, etc.)
• - Guide trainees during live practice sessions
• - Monitor task completion during class
• **4. Performance Monitoring & Feedback**
• - Observe trainee performance during sessions
• - Provide **real-time coaching and corrections**
• - Conduct quick knowledge checks (quizzes, recaps, drills)
• - End each session with clear takeaways and action steps
• **5. Assessment Facilitation**
• - Administer practical assessments and exercises
• - Guide trainees through assessment instructions
• - Ensure integrity and proper completion of tasks
• - Provide initial evaluation and feedback
• **6. Collaboration with Training Team**
• - Work with curriculum developers and other teams (Ops, placements, dev ops, pdev and executives)
• - Provide feedback on training materials based on class experience
• - Suggest improvements to enhance learning effectiveness

Virtual Assistant Trainer – Class Facilitator

Analyst

• Source and track on-market opportunities and scrub inbound leads
• Coordinate full underwriting process with Acquisitions Lead to ensure deal quality
• Monitor MLS for new listings and maintain watchlist of overpriced properties
• Track price reductions and market trends to inform acquisition strategy
• Review and classify inbound real estate opportunities as pass, keep, or escalate
• Gather data for viable deals, build and maintain deal pro formas
• Calculate maximum allowable offer and evaluate multiple exit strategies
• Activate and coordinate underwriting process as deals show potential
• Organize deal materials for final decision-making by ownership
• Maintain accurate deal tracking systems and communication with agents

Virtual Real Estate Underwriter, Acquisitions Analyst

Customer Success Manager

• - Monitor and manage incoming customer support tickets through Zendesk.
• - Access and review customer accounts to replicate reported issues.
• - Review support requests and determine the appropriate response or action.
• - Respond to general user inquiries related to software usage and functionality.
• - Direct customers to relevant instructional resources such as documentation or YouTube tutorials when applicable.
• - Ensure customers receive timely responses and maintain clear communication throughout issue resolution.
• - Assist in managing churn reduction efforts by providing customers with support, trial extensions, or account credits when appropriate.
• - Proactively reach out and probe with customers who choose not to renew their subscription
• - Maintain a customer-first approach when resolving issues to encourage continued subscription to the software platform.
• - Identify whether a customer issue is a general support question or a potential software bug.
• - Escalate confirmed bugs or technical issues to the development team via email.
• - Coordinate with the technical project manager and developers regarding issue status.
• - Provide follow-ups and updates to customers while the issue is being investigated or resolved.
• - Track escalated issues and ensure customers remain informed of progress.
• - Assist with customer billing adjustments within Stripe.
• - Issue credits or apply promotional coupons based on established internal guidelines.
• - Support subscription changes such as transitions from pay-per-project to unlimited plans.
• - Escalate billing requests that exceed predefined authorization thresholds.
• - Monitor incoming leads within the GoHighLevel platform.
• - Respond to customer inquiries associated with leads when appropriate.
• - Identify high-value or enterprise-level prospects and escalate them to leadership for direct sales engagement.
• - Assist in gathering product data requested by customers when it is not yet available in the system.
• - Conduct online research to identify the correct contact information or product details.
• - Contact manufacturers, suppliers, or customers to obtain missing product information.
• - Compile and submit gathered data weekly to support updates to the software database.
• - Assist with updating internal documentation, SOPs, and knowledge base materials when processes evolve.
• - Contribute to maintaining the customer support playbook as workflows change.

Client Success Manager

• The Sales Assistant/Setter VA supports the client and their sales team by driving consistent outbound follow-up, reviving dormant accounts in HubSpot, and generating qualified conversations that can be handed off to closers.
• This role focuses on CRM hygiene, lead nurturing, call execution, and accurate documentation—so the owner can stay focused on closing and field sales.
• The VA must be persistent, organized, and comfortable speaking with blue-collar, construction, and industrial buyers while maintaining a professional and respectful tone.
• Navigate HubSpot Contacts and Companies to locate accounts and key contacts.
• Review activity history and existing notes before outreach, especially for low-touch accounts.
• Update contact-level details when verified (e.g., role changes, phone number updates) within allowed permissions and document changes as needed.
• Create and maintain clear notes capturing conversations, decision-makers, objections, and next steps.
• Access SOS Inventory to review customer order history, estimates, and open items when needed.
• For active accounts with high volume, capture and paste recent relevant purchase history (e.g., last 10–15 transactions) into HubSpot notes for quick reference.
• Identify open estimates and provide the estimate number and context to the closer when action is required.
• Call into the existing HubSpot database (~3,500 accounts) to re-engage customers and identify low-hanging opportunities.
• Maintain persistence with a follow-up cadence (often 10–17 touchpoints for phone outreach) while staying polite and respectful of the prospect’s time.
• Ask discovery questions to learn current suppliers, what they buy most, and what they would change about vendor relationships.
• Create estimates in SOS Inventory when requested and enter line items accurately based on customer needs.
• For special/non-catalog items, conduct quick web research, document findings, and include key details (manufacturer, part number, sources) in the estimate notes and the handoff message.
• Do not convert estimates to sales orders initially; notify the closer (Jeff/Brian/Nicole or assigned closer) to review and process.
• Communicate urgent needs using the agreed hierarchy: phone call first, then text, then email.
• Track follow-ups and reminders in a structured way (tasks, lists, or CRM-based workflow) without relying on assigning tasks directly to Jeff.
• Maintain visibility reporting (daily/weekly) on call volume, connects, notes added, follow-ups scheduled, and qualified handoffs to closers.
• Support the ongoing cleanup and enrichment of CRM data (tagging, segmentation, and keeping contact trees accurate

Sales Assistant/Setter

• Provide high-level administrative, sales coordination, and operational support to a hotel brokerage firm
• Reduce workload by handling lead intake, CRM updates, document preparation, client follow-ups
• Assist with listing onboarding, CRM accuracy, marketing material preparation, e-signature workflows
• Monitor the business inbox for ~50 daily leads and inquiries
• Enter new leads into the CRM or update existing profiles
• Validate lead details (name, phone, email) and merge or correct profiles as needed
• Prepare, update, and organize sales coordination documents
• Assist with post-sales coordination by assembling closing packages, uploading required documents
• Create agent reminders with correct property codes, dates, and assignments
• Maintain organized Google Drive files
• Assist in preparing marketing materials by updating templates
• Maintain confidentiality and ensure sensitive financial and legal documents are stored only in restricted-access areas
• Reduce the client's administrative load by managing repetitive tasks, data entry, file organization