Client Support & Social Media Monitoring

If you're looking for a Career change, we want you!!! -- Please review everything below very carefully. Thanks! ~Alana

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Primary DISC traits that align closely with the job requirements are:

1. Primary Trait: S (Steadiness) -- The role entails significant interaction with clients, vendors, and team members, requiring strong interpersonal skills and a collaborative spirit. The employee must provide consistent customer support and engage positively with clients' audiences on social media. A person with a Steadiness trait is typically a good listener, empathetic, and values harmony, making them well-suited for these responsibilities.

2. Secondary Trait: C (Conscientiousness) -- Given the emphasis on attention to detail, following workflows accurately, and handling a variety of tasks including customer service and reporting, a high level of conscientiousness is essential. This trait includes being methodical, analytical, and precise, which is critical for generating accurate reports and responding effectively to reviews while adhering to established procedures.


Job Description:

You will be performing a variety of tasks including: Receiving and sending requests via Slack and email from our CEO, clients & vendor partners to be completed timely per existing company workflows in partnership with additional virtual team-members & resources as needed; Making basic updates to client websites and online platforms (no coding knowledge required; updates will be in plain-text, or involve the upload of files through a CMS); Monitoring and replying to positive reviews via Google, Facebook & Yelp using pre-created templates (ongoing training support, documentation & videos will be provided to guide you in this task); Escalating negative reviews per training provided & crafting proposed replies to negative reviews for review by company Leadership (must have excellent verbal & written English skills to fully understand the context of reviews, and be able to craft a well-thought out and clear response); Providing customer support to our clients' audiences on Facebook & Instagram (via Comments & Direct Messages); Generating monthly reports for clients using data obtained from online platforms & systems (such as Review counts, Facebook Ads reports, and Google Ads reports; Documenting workflows & creating training documentation; Other tasks as assigned. 


Required Skills:

1. Bachelor's or Master's Degree.

2. ID Proof of 80 or higher & Government ID Verified.

3. Online Jobs profile must include IQ, DISC & English Proficiency tests / scores / levels.

4. Dedicated room in your home for your work station.

5. Three (3) years minimum (THIS IS VERY IMPORTANT) providing Online Customer Service in SOME way to the customers of your clients -- via Social Media, Email, Live Chat, Text Message, or a similar method of Customer Support, where impeccable attention to detail in your English writing is/was a must, and experience with the Facebook interface (you could be an Amazon Support Specialist, a Designer who regularly interacted with clients/customers Online, an assistant for a Legal firm, etc.; any role where you have regularly engaged with clients/customers and take that task seriously will meet this requirement).

6. Mastery of English skills, most importantly written English, and verbal as a close second, as you will be on regular/weekly "check-in" Zoom meetings with the CEO (this role does not require you to be on Zoom with our clients, however Phone Support may be eventually required). In this role, you will be regularly emailing our clients & vendor partners, and engaging with our clients' audiences via online / digital methods. This (mastery of English) is the most important skill requirement, and necessary to be successful in this role.

7. Honest, trustworthy, exemplary attention to detail, and the ability to closely follow & execute workflows timely & accurately. Procedures, consistency, and attention to detail are key and have a direct correlation to the success of the company. Please make an honest assessment of your skills in this area, as they are necessary to be successful in this role.

8. Proficiency in Slack, and Google Docs (Docs & Spreadsheets).

9. Ability to learn new platforms quickly, and the desire to explore new platforms (such as Zapier, ChatGPT, and other AI-related or Automated Workflow-related platforms and systems).

10. overnight shift is not required of this role, we do need someone in this role who can be fully awake & alert until 1am/2am Philippine Standard Time without any issues).

11. Enthusiasm for work and life; the desire to create success for yourself & your family; a desire to absorb knowledge; if you like reading books on success, time-management, healthy habit forming, or similar, that speaks volume to your personality and would make you a good fit.


Schedule, Trial Period, Salary & Time Off: 

You will be working between the hours of 5am to 1pm EST (given the United States observes Daylight Savings Time, your shift will be 4am to 12am Philippine Standard Time approx. six (6) months out of the year, and 5pm to 1am Philippine Standard Time approx. the other six (6) months of the year; please research what Daylight Savings Time is in the U.S. if you are not familiar with it prior to applying to fully understand what this is) Monday through Friday. After a 2-month Paid trial period (working 35 hours per week with a 1-hour break per day), if successful in the role, you will be offered "official" full-time employment, which comes will PTO (paid time off) and other benefits. Eventually, there may be the opportunity for career advancement, including training & managing other VAs and virtual team-members, and thus more flexibility in your schedule. Payment will be made to you weekly via OnlineJobs / Payoneer. The 13th month is observed.


Job Description Note from Alana (CEO):

Once training is complete & you are ready to handle tasks independently, I will conduct email introductions between you & our clients/vendor partners as needed, and CC you on emails which will provide you with further insight into how the company operates. I will rely on you to get involved in our business processes & identify tasks you would feel confident taking-on, so that our workflows continue to become more efficient, and so that I can focus on strategic initiatives. In the future, there may be the opportunity for career advancement, including training & managing other VAs and virtual team-members.


About Us:

Carbon Creative is a fast-growing Advertising Agency located in Rhode Island (United States) founded in 2013 by CEO Alana Riley. Carbon works with major appliance retailers (such as Wickford Appliance: wickfordappliance.com) & appliance brands (such as Samsung, Bosch & Frigidaire) to promote their services & products within New England (a region within the U.S.). Carbon has developed a very dedicated client base, and has become the “go-to” advertiser for those in the appliance industry within New England. Our clients are family-owned & operated businesses who have been in business for 40-70+ years. Currently, Alana handles the majority of all day-to-day tasks, and all strategic tasks, for Carbon. You will be a very important part of Carbon’s expansion! We focus on doing great work and providing a positive environment for our contract workers, vendors and customers. If you would like to get to know Carbon from our client’s perspective, please feel free to visit https://workwithcarbon.com/reviews to read our latest Google reviews.


About Me:

Hello! I’m Alana Riley. I founded Carbon Creative in 2013. Prior to founding Carbon, I studied music at Berklee College of Music (in Boston, MA, US) & film at the University of Rhode Island (in Kingston, RI, US). I was the Director of Social Media at Providence College (in Providence, RI, US) prior to starting Carbon. I have dedicated myself to achieving big goals, and hold myself to very high standards. I am also very dedicated to my family; they mean the world to me. I love to travel. Over the past several years, I have streamlined many of Carbon’s workflows; I have been working hard over the last few years to build Carbon's in-house Virtual team, and all work together to bring Carbon to greater heights. I have had the pleasure of working with several Virtual Assistants from the Philippines over the years (five (5) who have worked with Carbon over the years, and three (3) full-time Team Members who are employed at a second company I own). The experience has been wonderful! I fully understand the value for both the executive (me!) & the support professional (you!) that a true partnership can have. I look forward to hearing from you!


How to Apply:

1. Send an email to jobs@workwithcarbon.com with the Subject Line formatted as follows: FULL NAME - AGE - FAVORITE COLOR. Within the Body of the email, please include following:

a) Open with the following sentence: Hello! I’m very interested in working with you. I see that your office is located at (please research and find the street address of my office and insert it here), and describe in detail why this job interests you.

b) Copy & paste the text of the most recent 5-Star Google Review from the Wickford Appliance Pawtucket Google My Business listing.

c) Attached to the email, please provide a screen shot with evidence of your Internet Speed.

d) Record a Video of yourself speaking on-camera addressing the Job Requirements set forth in this posting, details on your education and work experience / history, and details regarding your work station (do you have a dedicated room in your home for your work station? What is your current workstation / computer setup? Do you have a VPN? Do you have a backup battery / power, or is this something you will need?). This video can be included as a Link within the email.

2. Create a Google Doc and type within it a place you would like to travel to and why, and share it with jobs@workwithcarbon.com with EDITING rights.

Next Steps:

Upon review of each piece of your Application, if you are identified as a good fit, you will advance to the next phase. This phase will involve a Zoom conversation between yourself & Alana, along with additional Testing.

Thanks for your interest!