Description

ProtopVA Community is excited to present this new job opportunity for a Part-Time Cold Caller and Customer Service Representative

**Bilingual job position - Fluent English and Fluent Spanish required**

COMPANY INFORMATION

US-Based Company that focuses on innovative spa services. The team is dedicated and has top-tier customer service representation. Its main focus is endermologie which consists of improving the areas with accumulated fat by stimulating circulation and reducing adipose tissue as well as other innovative treatments.

OPPORTUNITIES OFFERED WITH THIS JOB

•      Opportunity to work alongside a detail-oriented team.

•      Opportunity to be part of a US company

•      Opportunity to work with a great team.

Deadline to apply: You have only 5 days to apply. Please refer to the days left on the right column to submit your proposal before its expiration. Interviews will take place on days 6 to 10 after posting the position.

JOB DESCRIPTION

1. Cold Calling:

• Initiate outbound calls to a list of leads provided by the spa and introduce yourself as a representative of the spa.

• Introduce the spa's services and offers to potential clients or leads, ask questions about their needs and interests to qualify, and convert them to future clients by setting up appointments for a spa treatment.

• Gauge the interest of prospects and identify potential clients.

• Initiate contact with leads through emails, social media, or text messages.

• Add call notes to a CRM system, and/or assign hot/interested leads as indicated for additional sales follow-up.

2. Warm Calls:

• Follow up with leads who have shown initial interest but didn't commit to acquiring the spa’s services and provide information and incentives to set an appointment with the spa. .

• Address any questions or concerns potential clients may have.

3. Appointment Setting:

• Use persuasion and negotiation techniques to overcome objections and secure appointments.

• Schedule appointments based on client preferences and availability.

• Coordinate with the spa's booking system to ensure accurate scheduling.

• Send appointment confirmations and reminders to clients via email and phone.

• Follow up with clients before and after appointments.

• Handle requests for rescheduling or cancellations.

4. Customer Service and Support

• Maintain a deep understanding of all spa services offered to provide detailed information about treatment options, durations, and pricing.

• Offer personalized recommendations based on client needs and preferences.

• Establish a rapport with clients through personalized interactions.

• Send thank-you notes or follow-up messages after each visit and call to show appreciation.

• Inform existing clients about new offerings during calls, and highlight the benefits and features of new spa treatments or equipment.

• Collaborate with spa management to resolve issues to the client's satisfaction.

• Identify opportunities to upsell or cross-sell additional services or products to maximize revenue.

• Present relevant add-ons, packages, or promotions to enhance the client's experience.

• Use persuasive communication to increase sales and revenue.

• Document client feedback and suggest improvements to enhance the spa experience.

5. Administrative Tasks:

• Maintain accurate records of client interactions, appointments, and sales in a database system including appointment history, preferences, and contact details, which helps in providing a personalized experience for clients in the future.

• Assist in maintaining an organized client database.

• Collaborate with colleagues and management to ensure smooth spa operations.

• Securely collect and process client credit card information, safeguard client financial data, and maintain confidentiality.

6. Client Feedback Collection:

• Encourage clients to provide feedback on their experiences.

• Compile feedback data for analysis and improvement initiatives.

• Implement feedback-driven improvements in the customer service process.

7. Social Media Management: 

• Content Creation: Writing and creating engaging social media posts, including text, to share on various platforms.

• Content Scheduling: Using social media management tools to schedule posts for optimal times and days.

• Community Engagement: Responding to comments, messages, and mentions on social media platforms. This may include thanking customers, addressing complaints, or answering questions.

• Audience Research: Conducting research to understand the target audience better and tailor content to their preferences.

• Tracking Key Performance Indicators (KPIs) and preparing reports.

• Writing emails, designing templates, and analyzing email performance metrics.

• Content Curation: Finding and sharing relevant content from other sources within the industry or niche to keep your social media profiles active and informative.

• Researching and understanding the target audience: individuals interested in skincare, beauty enthusiasts, and those seeking premium quality skincare solutions.

• Start each email and text with an attention-grabbing subject line or opening text message that piques the recipient's interest.

• Incorporate storytelling techniques to create a connection between potential clients and the products. Share success stories, testimonials, or personal experiences related to our Spa.

• Include special offers, limited-time discounts, or exclusive deals in the email and text messages to create a sense of urgency and encourage immediate action.

QUALIFICATIONS
- A minimum of 5 years of experience in the customer service field.
- Outstanding communication and presentation skills, both written and verbal.
- Experience with dumpster companies would be a plus.
- 2 years of experience working as a Virtual Assistant.

SUCCESS PROFILE FOR THIS ROLE

• Innovative and proactive: People who can think for themselves and be proactive/ People who work independently, are resourceful, and can think up solutions to problems independently/ People who can think creatively to solve problems.

• People & Relationships: Easy to speak with and a good listener/ Someone that is open to feedback without being offended, willing to make mistakes, and be ok when the company tells them how to improve/ Supportive, and always willing to help.

• Work Load & Stress Management: Able to manage stressful situations without affecting them on a personal level/ Must be extremely organized and detail-oriented/ Ability to work under pressure.

• Technology & Software: Computer savvy, able to teach systems and software to others/ Knowledge or willing to invest time in training themselves on the different platforms of the business.

• Communication & Language: Always available to respond quickly when contacted via phone, text, chat, email, etc./ Comfortable making calls and know how to properly communicate with contractors and clients.

SCHEDULE AND PAY RATE

• Schedule: Monday to Friday 2 pm to 6 pm EST

• Time Zone: Eastern Standard Time

• Hours: 20 hours/week

• Languages: Bilingual (Fluent English and Fluent Spanish)

• Open to: Latin America

• Pay Rate: $5 - 6/hour.

*Rates are dependent on your experience, determined by ProtopVA.

To have your proposal considered, please CAREFULLY READ the following guidelines to apply for this job:

https://traveling-book-e3a.notion.site/How-to-Submit-Your-Proposal-Correctly-3b258732e47246b9a155e5da0e75594

PROTOPVA REQUIRED VALUE STANDARDS FOR ALL POSITIONS

1.     Honesty & integrity at all times

2.     Quick to respond and communicate

3.     Proactive, go-getter, figuring things out on his own (make Google your best friend)

4.     Humble, responsible, and accountable

5.     Professional and focused

6.     Looking for long-term work relationship 1-3+ years

7.     Team oriented

8.     Always willing to learn new things and develop new skills

9.     Efficient and committed to delivering on expectations, and deadlines

10.     Able to write and speak in English and Spanish