Description

ProtopVA Community is excited to present this new job opportunity for a Full-Time Customer Success Agent For ProtopVA.

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

COMPANY INFORMATION

ProtopVA is a Human Resource Services startup agency with its main offices in Houston, Texas.  We are a team that supports each other and believes in 1-improving ourselves, 2-self-awareness, 3-embracing and taking responsibility for our mistakes and growth and 4-doing everything with integrity and passion.

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. Customer Engagement, Issue Resolution, and Service Knowledge:

• Initiate proactive communication with clients to understand their goals, challenges, and requirements.

• Maintain a positive and empathetic attitude when interacting with customers, building rapport and trust.

• Present, promote, and sell our services to existing and potential customers by highlighting the benefits and value that we bring on Video Calls, Phone Calls, and Emails.

• Address customer inquiries, concerns, and issues promptly and accurately.

• Troubleshoot problems, provide solutions and guide customers through various processes.

• Develop a deep understanding of the company's services, including features, benefits, and usage.

• Communicate service information to customers to aid in their decision-making.

• Assist clients in utilizing the company's offerings effectively, ensuring they maximize value.

• Provide technical support and guide clients through any challenges they encounter.

2. Relationship Building, Upselling and Renewals:

• Build and maintain strong relationships with clients, becoming a trusted advisor.

• Regularly check in with clients to gather feedback, address concerns, and identify opportunities for improvement.

• Identify upselling and cross-selling opportunities based on customer needs and usage patterns.

• Assist in the renewal process by demonstrating ongoing value to clients.

• Ask clients for reviews and referrals

• Encourage clients to leave reviews or testimonials on relevant platforms (e.g., your website, social media, review sites) to build credibility.

3. Customer Success Planning:

• Collaborate with clients to develop success plans, setting clear objectives and milestones.

• Collaborate with manager and other team members to develop plans to add value to clients

• Monitor progress towards goals and make adjustments as needed to ensure client satisfaction.

• Advocate for customer needs within the organization to drive continuous improvement.

• Collaborate with internal teams (sales, marketing, product, etc.) to relay customer feedback and insights.

4. Data Management and Metrics:

• Keep accurate records of customer interactions, inquiries, and resolutions in the CRM system.

• Use data to generate insights and identify trends that can guide improvements in customer interactions.

• Track key performance indicators (KPIs), such as customer satisfaction, response time, and issue resolution rate.

• Generate regular reports to assess performance and identify areas for enhancement.

5. Sales

• Provide Assistance to the Sales Department as needed and help them book calls with potential clients and more.

• Analyze the costs and benefits of working with existing and potential customers

• Foster positive business relationships to drive repeat sales and increase overall revenue

• Conduct cost-benefit and needs analyses of existing and potential customers to provide tailored solutions.

• Make calls and qualify leads– Learn English and/or Spanish scripts to know what to say in order to qualify Leads.

• Call or text potential leads over the phone and offer information about the company’s services to find out who would be interested in.

• Perform warm calls to verify lead’s information, learn about their business, and offer our services.

• Book Appointments with potential clients and team members

• Use Book Like A Boss booking software or similar to handle sales calls

6. Lead Generation & Social Media Outreach

• Find new leads by using social media by following hashtags, and “check-ins” on Facebook, Tik Tok, Instagram etc.

• Find ideal contacts/leads/clients and reach out to them via DM (Direct Message)

• Follow the scripts provided but must also take the initiative to know how to answer

• Have written conversations as naturally as possible, and focus on trying to help keep track of who you’re in touch with and qualify leads into the client’s CRM system

• Do research focused on the buyer persona (ideal client for the company) through hashtags or other accounts

• Send and receive DM messages from/to leads through the client’s social media accounts (TikTok, Instagram, etc.)

• Open up the conversation in a cool, low-key way (not hard sales at all)

• Create a “saved search” on Sales Navigator on LinkedIn, including specific titles, industries, etc.

• Download & sort LinkedIn’s lists that can be turned into a CSV file

• Import contacts to a specific sales software to send cold-email campaigns.

 SUCCESS PROFILE FOR THIS ROLE

• Technical abilities: Technical skills as a customer success agent can include understanding the company's product or service features and functionalities to discuss with consumers. You can help clients transition to using and understanding your employer's services and help them make it work efficiently for their needs. Also, troubleshooting or providing technical support for issues and staying current on industry trends and technologies can ensure you do your job successfully. 

• Relationship building: Excel at building and maintaining strong relationships in the workplace and with their customers. This may include fostering rapport with other department leads or prospective clients. Maintaining relationships with your colleagues can help streamline business processes. Additionally, customer relationship management with your target base can help retain business.

• Ability to provide and accept feedback: Listening to and cooperating with others within your organization can be beneficial. You can do this by providing valuable insights and offering constructive feedback. It may also be helpful to accept guidance from your peers to improve team efficiency. When you give and receive constructive feedback, you can help facilitate business processes so the team can work effectively.

• Empathy: Customer success agents benefit from empathizing with their clients and team members. Being able to anticipate the actions or needs of others can help you succeed. Empathizing can allow others to know you care for them and their thoughts.

• Proactivity: It is essential for customer success agents to be proactive when handling various work processes. This may include gathering information or researching to prepare for upcoming events. This skill can also help when team members or customers ask questions requiring direction and guidance. In addition, if something unexpected occurs, you can react accordingly.

• Assertiveness: As a customer success agent, it may be necessary to be assertive when managing teams or working with customers. This might include delegating tasks to employees when projects require finishing or calling customers to ensure the sales process is moving fast and running efficiently. This skill can help the work process flow efficiently and accurately and ensure team members complete their tasks promptly.

• Problem-solving:Problem-solving in this role can help individuals identify and resolve customer challenges quickly and efficiently. These skills allow them to find the issues, generate solutions, implement the best practices or resolutions and analyze how well it worked or what they can do better in the future.

• Communication: It's essential to have excellent communication skills to manage business processes. In addition, consistent communication with your team can help them know where they're excelling or where they can improve. Customers may also appreciate it when you communicate with them effectively. It can also be crucial to excel at open communication when interacting with clients. 

• Organization: Being organized and accurate in your work can help you succeed. This may include staying on task, working with multiple clients simultaneously, and following through with the commitments your clients and team members expect from you. 

SCHEDULE AND PAY RATE

•      Schedule: Monday – Friday 

•      Time Zone: Central Time

•      Hours: 30 hours/week

•      Languages Required: English/Spanish

•      Open to: LATAM

•      Pay Rate: $5 - $8/hour

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

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

NOTE: (IF YOUR APPLICATION IS IGNORED OR REJECTED, THE REASON MAY BE LISTED BELOW)

a) For your application to be considered, it must be sent through this platform, and you need to have a completed profile and follow the structure in the proposal guidelines. Click this LINK for instructions. 

(Proposals in the wrong format will be IGNORED OR REJECTED)

b) Be honest and list as many tasks and subtasks as your knowledge, background, and experience allow in your proposal. If you don't have direct experience in something, you can add any related or similar experience and your willingness to learn new things to fully develop the skills required to execute.

c) The information in your proposal should be tailored to your prior experience and skills in the tasks and subtasks listed below. The more specific you are in your proposal, the higher your chances will be of being hired.

d) Share a link with a voice recording to explain why you fit the role perfectly. Speak clearly: avoid whispering, yelling, or using many filler words like "mm," "eeh," or others. Do not record the audio while walking or running; you should not sound agitated. Make sure that there is no background noise. The recording should not exceed 3 minutes in duration. Pay attention to your pronunciation: Remember that this is for a position where you will be speaking with people on the phone regularly. For example, pronouncing your "R"s too strongly may sound unnatural; likewise, mispronouncing simple words such as "since," "acquisition," "settle," and others may not leave the best impression. Lastly, double-check the audio to make sure it is clear, and there are no mistakes in pronunciation. Keep in mind that these will be the client's first impressions of you. We appreciate your prompt submission and eagerly await your recording and proposal.

e) Hiring is contingent on your continued participation in our exclusive communication channel via Telegram under your real name. Your application will be ignored or rejected if you are not active.

*To join our telegram group and learn more about our open positions, click on this link: 

https://t.me/+bIAydECBHS9mMGEx

PROPOSAL GUIDELINES TO APPLY FOR THIS JOB.

• Start your Proposal with your Intro: First provide a brief intro of one to two paragraphs introducing yourself, where you’re from, your previous background and work experience, what you studied, and why you should be considered as a candidate that meets the requirements of attitude and skills.

(Always mention the main task in the first line AND each Subtask Experience below)

1. Copy and paste here the first main line task name.

• Mention your experience and specific examples related to each subtask. (Example) I have worked for X months or years doing X for X company, and as part of my daily activities, I executed the following activities: Y and Z, and my results were W.

• (Example for another subtask) While working for X I had the chance to do Y, and Z, and among the things I did on a daily basis were: Examples and results.

• (Example for additional subtask) Despite not having experience doing X, I executed similar activities like Y and Z and feel I can easily learn and perform based on expectations.

• More experience examples.

• And so on for each subtask.

(IMPORTANT: ADD A BLANK SPACE IN BETWEEN EACH MAIN TASK AND SUBTASKS BLOCK)

2. Copy and paste here the second main line task name.

• Mention each subtask experience and specific examples that make reference to the subtask in your past positions. (Example) I have worked for X months or years doing X for X company, and as part of my daily activities, I executed the following activities: Y and Z and my results were W.

• (Example for another subtask) While working for X I had the chance to do Y, and Z, and among the things I did on a daily basis were: Examples and results.

(LEAVE A BLANK SPACE IN BETWEEN THE MAIN TASKS AND SUBTASKS BLOCK)

3. Copy and paste here the third main line task name.

• Mention each subtask experience and specific examples that make reference to the subtask in your past positions…

• And so on…

• And so forth…

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