Job Description

COMPANY OVERVIEW

We are an online education company located in the Richmond, VA area. With a commitment to excellence, we’ve built a brand that’s synonymous with best-in-class content and stellar customer experience. As a mission-oriented company, we strive to create a culture that lifts everyone to their fullest potential.

PLEASE READ!!!

POSITION OVERVIEW

The Administrative Customer Specialist plays a crucial role within our team. This is a position with a dual focus on customer service and administrative responsibilities.

DUE TO THE NATURE OF THIS POSITION, YOU MUST HAVE EXQUISITE ATTENTION TO DETAIL AND FOLLOW-THROUGH ABILITIES. IF YOU ARE A HIGHLY ORGANIZED PROFESSIONAL WITH EXCEPTIONAL WRITTEN AND ORAL COMMUNICATION SKILLS, PLEASE READ BELOW TO LEARN MORE!

It is our belief that people perform best when they can engage in uninterrupted work at home and when they have a sense of connection that comes from face-to-face contact and communication. We meet on Zoom during weekly team meetings, and as needed for training and/or additional collaboration.

HOURS FOR THIS POSITION ARE:

MONDAY - THURSDAY FROM 8:00AM-4:30PM EST

FRIDAY FROM 8:00AM-12:00PM EST

SATURDAY OR SUNDAY (OR SPLIT) = 4 HOUR CHOICE OF TIME PRIOR TO 8:00PM EST ON SUNDAY. 

THE PURPOSE OF THE SATURDAY/SUNDAY HOURS IS PRIMARILY FOR WEEKEND CUSTOMER SERVICE EMAILS AND SOCIAL MEDIA SUPPORT. This is a full-time, W2 salaried position with benefits.

RESPONSIBILITIES

Our Administrative Customer Specialist will have the following primary responsibilities:

• CUSTOMER SERVICE: provide email and phone support with a primary focus on customer success and satisfaction
• ACCOUNT MANAGEMENT: accurately create, edit, and manage user accounts
• SUBSCRIPTION MANAGEMENT: ability to accurately calculate discount percentages and issue partial or full refunds where necessary
• ADMINISTRATIVE TASKS: repetitive and accurate data entry, data management, booking appointments, scheduling meetings, coordinating travel arrangements, processing online payments, and sending invoices
• SOCIAL MEDIA MANAGEMENT: monitoring, posting, commenting
• ORGANIZE TEAM MEETINGS: taking notes if necessary, arranging catering, and following up on team progress as needed
• CALENDAR MANAGEMENT: personal and professional on behalf of the team
• OCCASIONAL TRAVEL: 2-4 times per year to professional conferences where the primary responsibilities include setting up our vending table and engaging with customers at the table and throughout the conference (all travel expenses are paid)
• OTHER PROJECTS, TASKS, OR ACTIVITIES MAY BE REQUIRED AS NEEDED.

A FEW OF THE PROGRAMS WE USE

Familiarity, knowledge, and/or experience with the following programs would be great but is not required:

• ASANA (Task/Project Management)
• HelpScout (Email Management)
• Agorapulse (Social Media Management)
• WordPress (LearnDash LMS, WooCommerce for basic user/subscription management)
• Excel
• Google Sheets/Google Docs/Google Drive
• Dropbox
• Job Board: We will be creating a Job Board in the future and it would be great IF this applicant had familiarity with the concept of or experience managing a job board.

DOES THIS SOUND LIKE YOU???

• CLEAR COMMUNICATION: Our Administrative Customer Specialist must communicate clearly in written and oral formats, and must be able to clearly notate/document every task completed. As a forward-facing team member, the Customer Service Specialist will ensure a pleasant interaction with all customers, vendors, and contractors.
• DETAIL ORIENTED: Attention to Detail - Our Administrative Customer Specialist MUST be meticulous in their work. They need to be thorough, organized, and take the time to check their work. This includes a high level of proficiency in spelling and grammar.
• EXCEPTIONAL ORGANIZATIONAL SKILLS_:_ Our Administrative Customer Specialist must be highly organized and have a strong initiative with a high degree of follow-through.
• TIME MANAGEMENT SKILLS: Our Administrative Customer Specialist must be able to work independently (with assistance as needed) for the majority of the day. This will require a vast amount of natural self-motivation and accountability.
• COMFORT WITH TECHNOLOGY: Our Administrative Customer Specialist will not be intimidated by learning new technology, programs, and websites. Familiarity in the following areas is ideal: SaaS, Microsoft Office, and Google Suite.
• TEAM PLAYER: Our Administrative Customer Specialist recognizes that a high-functioning, cohesive team is essential for allowing the business to achieve its mission. A positive, can-do spirit is critical to maintaining a healthy team dynamic.
• ANTICIPATES NEEDS: Our Administrative Customer Specialist will anticipate the needs of other team members, which helps the team focus on activities that help grow the business.

TO SUCCEED IN THIS POSITION, OUR ADMINISTRATIVE CUSTOMER SPECIALIST MUST BE "WIRED" FOR STRUCTURE, BE A SELF-STARTER, AND HAVE A NATURAL ABILITY TO FOLLOW PROCESSES AND COMPLETE TASKS IN AN ORGANIZED, REPETITIVE MANNER.

TYPICAL DAY IN THE LIFE OF OUR ADMINISTRATIVE CUSTOMER SPECIALIST

• MORNING:
  • Check and respond to email.
  • Check and respond to voicemail.
  • Check Asana (our task management tool) to see what tasks need to be completed for the day. All tasks will already have detailed steps on how to complete them.
  • Start working on the tasks for the day.
  • Check and respond to email.
  • Check and respond to voicemail.
• AFTERNOON:
  • Check and respond to email.
  • Check and respond to voicemail.
  • Back to Asana to keep working on daily tasks: This could include searching for accounts to see if a list of students have purchased, creating accounts, creating subscriptions, troubleshooting accounts to see if they are set up correctly, emailing updates to contacts, notating tasks, sending coupon codes, etc.
  • Check and respond to email.
  • Check and respond to voicemail.
• THROUGHOUT THE DAY:
  • Answer email and calls as they come in - unless you are in the middle of something and do not want to risk losing focus! Focus and attention to detail are of the utmost importance!
  • Call, email, or Zoom your supervisor/team as needed.
  • Break as needed.
  • Don’t forget lunch! We don’t want you to be “hangry.” We need you to be happy :)

REQUIREMENTS

• Experience: Minimum of 4 years in a customer service or administrative role
• Workspace: Quiet home office space (we will provide your equipment)
• Smile, attention to detail, ability to work independently, a great personality!
• Physical: Ability to bend, reach, and lift a box or office supplies up to 15 lbs. (Rare, but possible).
• REMOTE WORK EXPERIENCE IS A PLUS, but not required
• We value work experience and drive, so a college degree or coursework is a plus but not required.

SALARY + BENEFITS

• Full-time salary based on experience (40-60k to start... with flexibility for the right fit). Performance reviews at 60 days, then yearly.
• Ability to participate in the company 401K plan
• Profit-sharing plan
• Health, dental, and vision insurance paid at 50% of individual employee premium
• 3-Weeks paid vacation (pro-rated the 1st year)
• Paid holidays
• Professional development: We want you to excel at your job, so we'll provide you with educational experiences that help you reach your highest potential.

APPLICATION INSTRUCTIONS

• Applications without resumes will not be considered. Please apply through the ZipRecruiter Apply button.
• We are looking forward to hearing from you!

HIRING INFORMATION

This position is available immediately, but our hiring process can take up to 30 days. If your application is chosen to move forward, we will contact you at the email address or phone # listed on your resume.

Company Description

www.apexanesthesia.com