Virtual Assistant - 20975

About the role

The company is launching a temporary outreach initiative and is looking for Virtual Assistants who can proactively engage community members, gather information, and help determine eligibility for a recognition and awards program.

Responsibilities

• Proactive Member Outreach:
  • Conduct consistent outbound outreach to community members via phone, text, and email.
  • Engage members across communities of approximately 1,000–20,000 individuals.
  • Follow established scripts while maintaining a natural, professional communication style.
  • Clearly explain the purpose of outreach and guide members through the qualification process.
  • Maintain steady outreach activity throughout the workday.
  • Follow up with non-responsive members using appropriate communication channels.
• Award Qualification:
  • Conduct structured conversations to determine award eligibility.
  • Follow provided scripts, qualification criteria, and reference forms.
  • Ask required questions accurately and consistently.
  • Gather all necessary information before completing a qualification.
  • Avoid assumptions when information is incomplete.
  • Escalate unusual situations or questions outside the established process.
  • Ensure qualification decisions are supported by complete and accurate information.
• CRM & Data Management:
  • Record all outreach activity in Close.io, including calls, texts, emails, responses, and follow-ups.
  • Maintain accurate and organized member and contact records.
  • Update qualification statuses as members progress through the process.
  • Enter information accurately and promptly after each interaction.
  • Use CRM tasks and follow-up workflows to ensure no opportunities are missed.
• Follow-Up & Pipeline Management:
  • Maintain an organized pipeline of members requiring additional outreach.
  • Follow up consistently with members who have not completed the qualification process.
  • Prioritize outreach based on deadlines and member status.
  • Track unanswered calls, messages, and emails and re-engage members appropriately.
  • Maintain ownership of assigned contacts through completion.
• Email & Text Communication:
  • Send professional outreach and follow-up emails and SMS using approved messaging.
  • Personalize communications while remaining aligned with established scripts.
  • Respond promptly to member questions.
  • Maintain a professional and approachable written communication style.
• Administrative & Project Support:
  • Complete reference forms and supporting documentation accurately.
  • Maintain organized project records using Google Workspace.
  • Update spreadsheets, trackers, and contact information as required.
  • Assist with data cleanup and contact management.
  • Coordinate scheduling and follow-ups through Google Calendar when needed.
  • Support additional administrative tasks related to the outreach initiative.
  • Meet project deadlines and daily activity expectations.

Required Qualifications

• Strong English communication skills required.
• Spanish proficiency preferred, but not required.
• 2–5 years of virtual assistant or outreach experience preferred.
• Strong phone presence and communication skills.
• Comfortable with outbound calling and repetitive outreach work.
• Quick learner with the ability to follow scripts and processes.
• Professional, friendly, and reliable.
• Good written and spoken English.
• Experience with CRM systems and Google Suite preferred.

Tools & Software

Candidates should have experience with or the ability to quickly learn:

• Close.io
• Google Docs
• Google Sheets
• Google Calendar
• Gmail
• Phone and SMS communication platforms
• CRM and contact management systems
• Remote collaboration tools

Training & Ramp-Up

The selected candidate will complete an approximately 1–2 week training and ramp-up period before taking full ownership of outreach responsibilities. Training will include:

• Award qualification criteria
• Outreach scripts and messaging
• Reference form completion
• Close.io workflows
• Documentation standards
• Follow-up procedures
• Escalation guidelines

Candidates should be comfortable learning quickly due to the accelerated timeline of the project.

Reporting

The Virtual Assistant will work closely with the internal project team and will be responsible for maintaining clear visibility into outreach activity, member responses, qualification progress, and outstanding follow-ups. This is a results-oriented role requiring strong personal accountability and the ability to manage assigned outreach independently after training.