Customer Success Representative, Virtual Assistant

Summary

Join 20four7VA as a Customer Success Representative Virtual Assistant and lead outbound portfolio management and sales efforts to drive customer engagement and revenue growth. You will manage a book of business, nurture customer relationships, and identify new sales opportunities. This role blends outbound outreach, customer service, and strategic account management. You will handle inbound calls, process orders through various platforms, provide sales support, maintain documentation, and collaborate with other departments. The position requires 40 hours per week, Monday to Friday, from 9 am to 6 pm EST, and is based in South America. Bilingual candidates (Spanish and English) are preferred.

Requirements

• 1–2 years in customer service, inside sales, or a similar role handling phone calls and order processing
• Proficiency with CRM tools (e.g., NetSuite, Shopify, Google Workspace, and RingCentral) and ability to learn new systems quickly
• Strong verbal and written communication skills to handle diverse customer interactions
• Ability to manage high call and ticket volumes while processing orders and providing support
• Comfort and confidence with light sales activities, including upselling and cross-selling

Responsibilities

• Handle 30+ daily inbound calls to address customer inquiries, troubleshoot issues, and process orders
• Respond to 30-40 daily tickets and emails, ensuring timely resolution of customer concerns
• Provide exceptional customer service, maintaining professionalism and empathy in all interactions
• Confirm and process orders efficiently through platforms like NetSuite, Shopify, RingCentral, and Google Workspace and other internal systems
• Accurately input data and ensure all order details are documented clearly, correctly and consistently
• Address and resolve discrepancies in orders or billing with quick and precise action
• Manage light sales opportunities by identifying customer needs and recommending appropriate products or services for upsell and cross-sell opportunities
• Maintain knowledge of current promotions, product features, and industry trends to offer tailored solutions
• Maintain consistent and clear documentation of all interactions in the CRM or ticketing system for internal visibility
• Collaborate with other departments, such as Inside Sales and Technical Support, to escalate and resolve complex issues efficiently and in a timely manner
• Track and report recurring customer pain points to help refine processes and improve satisfaction
• Navigate multiple systems simultaneously to process orders, log interactions, and access customer information
• Troubleshoot basic technical issues with customers, guiding them through solutions effectively
• Achieve daily/weekly activity volume goals, including call handling, ticket resolution, and sales performance
• Meet or exceed service level agreements (SLAs) for response times and resolution rates
• Consistently contribute to a positive Customer Satisfaction Score (CSAT) through quality interactions

Preferred Qualifications

Bilingual, Spanish and English

Benefits

• Competitive rates
• Weekly payments
• Annual rate increase (based on performance)
• Paid time off
• Paid holidays
• Free training and upskilling
• Constant support and guidance from managers and mentors
• Clear schedules and guidelines
• A vibrant community always ready to support you