Virtual Assistant | 65875620967

Somewhere

18h•Remote

About The Position

The Virtual Assistant will provide customer service and operational support for a business handling property damage and insurance claims. The role is remote for candidates in South Africa or Latin America, follows PST hours, and is part-time at 20 hours per week for six months. The primary goal is to proactively keep clients informed, organize claim files, and help improve the customer experience and daily operations. During the first 30 days, the assistant will set up and manage a phone system, answer calls during U.S. business hours, review claim files, contact insurance companies or adjusters to find answers, and escalate issues requiring management decisions. The assistant will provide weekly client updates, track claim status and follow-ups, monitor claim-related email, coordinate inspections, and maintain lead-tracking records. They will also monitor designated social media and community pages for relevant inquiries and respond only with approved company information; automated commenting is not permitted. Over time, the assistant is expected to help organize and improve existing systems, develop automated weekly updates and follow-ups, streamline claim tracking and communication, and identify ways to improve efficiency and customer service. The ideal candidate is proactive, dependable, organized, tech-savvy, comfortable working independently, and committed to positive, professional, and reassuring client communication. The role may grow in responsibilities and hours.

Requirements

Exceptional customer service and communication skills.
Highly organized, proactive, and detail-oriented.
Strong problem-solving skills and ability to work independently.
Tech-savvy and comfortable learning new systems and automation tools.
Quick learner who takes initiative and follows through.
Positive, professional, and patient with clients.

Nice To Haves

Interest in long-term growth, increased responsibilities, and additional hours.

Responsibilities

Set up a phone system that routes incoming calls.
Answer calls during U.S. business hours; understand the purpose of each call, answer questions, and take detailed messages.
Review claim files and contact insurance companies or adjusters to find answers; escalate concerns, negative information, and matters requiring management decisions.
Review existing claim files stored in desktop folders and proactively contact insurance adjusters for claim updates.
Provide each client with a weekly update, including when there is no new information, while avoiding promises or unapproved information.
Track each client's last contact, current claim status, outstanding questions, and next scheduled update.
Monitor incoming claim-related emails and update files accordingly.
Coordinate inspections between clients and insurance adjusters, and add confirmed inspections to Patrick’s calendar.
Review inspection notes entered by the adjuster and communicate approved updates to clients.
Create and maintain a spreadsheet tracking leads, referral sources, and follow-ups.
Monitor designated Facebook groups, Nextdoor, and other local community pages for people seeking help with water damage, property damage, or insurance claims.
Alert the company to relevant community posts and respond with approved company information when appropriate; do not use automated commenting.
Organize and improve existing systems once daily responsibilities are running smoothly.
Develop automated weekly client updates and follow-ups, streamline claim tracking and communication, and identify opportunities to improve efficiency and customer service.