About the Client: The client operates three old-time photo studios located in a major tourist destination near the Great Smoky Mountains. With 13 million annual visitors and a competitive market of over 20 similar businesses, customer service and appointment management are crucial to the success of the studios. One location also offers Groupon deals, requiring additional organization and communication. About the Role: We are looking for a Virtual Assistant to manage phone calls, book appointments, and perform administrative tasks across three old-time photo locations. The ideal candidate will have strong English skills, a minimal accent, and the ability to provide excellent customer service, handle objections, and upsell services. This role requires organization, attention to detail, and the ability to work independently while coordinating with in-store staff.Key Responsibilities- Phone Management: Answer calls for all three locations (each with a unique name and phone number) and provide location-specific details.
- Appointment Scheduling: Use Setmore software to book, confirm, and manage customer appointments.
- Customer Service & Sales: Handle customer inquiries, resolve complaints, and upsell photo packages.
- Administrative Tasks:
- Calculate photographer performance metrics using Excel.
- Maintain accurate records of bookings and customer interactions.
- Communication: Coordinate with in-store staff via GroupMe or WhatsApp for real-time updates.
- Technical Support: Assist in implementing a VoIP phone system (e.g., Ring Central, Cloud Talk) for call handling and forwarding.
Candidate Requirements- Language & Communication:
- Strong spoken and written English with minimal accent (critical for customer demographics).
- Excellent phone etiquette and active listening skills.
- Sales & Customer Service:
- Ability to upsell services and handle customer objections professionally.
- Experience in a customer-facing role is preferred.
- Technical Skills:
- Experience using Setmore, Excel, GroupMe, WhatsApp.
- Familiarity with VoIP systems (Ring Central, Cloud Talk, or similar) is a plus.
- Work Ethic & Reliability:
- Ability to work independently and manage tasks efficiently.
- Punctuality and adherence to scheduled work hours.
Technical Setup for Phone System- Current System: Spectrum landlines for each location.
- Plan: Implement a VoIP system to streamline call management.
- Options to Explore: Ring Central, Cloud Talk, or other VoIP providers.
- Action Item: Stephanie to inquire with Spectrum about call forwarding capabilities.
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