Administrative Assistant/Customer Support Jobs. Lotside is offering jobs for individuals with multiple skill sets and backgrounds. Lotside is known for its dynamic work culture, competitive salaries, and adequate oppportunities for growth. If you’re seeking for a new job or to change your career, you might want to compare Lotside as your upcoming step.
We are an online startup in the real estate space. We don’t have any meetings. We don’t ask you to clock in or out. That’s either good or bad. It’s good that you get flexibility to go to the gym or book a doctors appointment without asking us. But it’s bad in that the work comes in chunks throughout the day instead of one clean block.
This job is part time with the option of full time if you are in Seattle. The remote work can also grow into a full time job over time without the executive assistant work. By default, we are just hiring for the remote, part time admin support/customer success role. However, we’re putting in both just in case it really appeals to someone.
Here are the qualifications we’re looking for:
- none — if you have the time flexibility and the skills, say hi 🙂
Here’s how we’re expecting you to perform:
- accountable — remembers and confirms soft commitments
- calm — you never give customers the sense of being stressed out
- clear — people easily understand what you are saying
- considerate — treats staff with the same respect as a superior
- detailed — notices missing signatures, checkboxes, etc.
- friendly — has a strong instinct for customer service
- intuitive — can read someone’s feelings and responds accordingly
- on it — responds quickly and makes use of small windows of time
- organized — keeps a list of everything that’s been assigned to you
- patient — some customers take more time than others
- prudent — reads through a communication chain before responding
- responsible — takes ownership in the company’s status and reputation
- savvy — is fast on a computer and is fast to pick up new software
- smart — you learn quickly but aren’t afraid of asking questions
Here’s what you’d be responsible for doing:
Onboarding / Off-boarding
When agents finish signing their onboarding docs, you will create a google drive folder for them and upload their documents there. You will charge their credit card on hand and set up their monthly subscription. You will send them a pre-formatted welcome email. You will help them get set up with certain vendors or organizations, depending on their location. You will update our internal system as you go to know what we’ve done and haven’t done.
When agents want to change their plan, you will change their credit card subscription and update the internal system accordingly. When agents want to cancel, you will cancel their credit card subscription and remove them from the various organizations we’ve added them to. There are different processes for different states and in some cases cities; you will document and systemize what you do so it is easier for any who does the role in the future.
Roster / System Maintenance
Semi-Annual
You will take charge of the twice a year local customer appreciation networking parties. We might also have you start remotely organizing local happy hours for our other locations across the US and the local annual customer events, like the customer holiday parties. Right now other states outside of Washington lack the community engagement that customers feel in our home state, and that’s causing small leaks in customer stickiness in those areas.
Quarterly
You will cross reference our internal roster of agents with the roster we have in various MLSes and check for various things based on the specific MLS, e.g.
- NWMLS requires we have all of our WA agents in NWMLS unless they are considered exempt, and we must make sure the license expiration dates are still accurate.
- CBA charges us quarterly for each agent with them and we need to charge the agents monthly but also make sure agents who cancel still pay for a full three month cycle.
Monthly
You will check state websites to see if agents who have licenses that expire soon (or already have) to see if they renewed; if not, you will reach out to the agents and remind them along with some resources they can reference. If an agent has been expired for a while and they are not responding, you will get the okay from the state managing broker that it is okay to deactivate them with the state, MLS, and association, and cancel their subscription with us.
Each month, you will also input data into the internal system that gets auto emailed to us from external sources, such as how much we earned in credit card payments that month and how much we spent on various ad sources.
Weekly
You will reach out to agents who are falling behind on their credit card payments (i.e. it’s been a couple weeks of the system trying on its own) to gently ask them, with friendliness, if they want to update their card on file. After a second friendly follow up email, the following week you will give them a friendly call. If they completely ghost you, you will escalate it to the managing broker for that state.
Fielding and Directing Inquiries
The main phone line will redirect to your phone number and you will have an app to respond to texts when people text the main line. Depending on the inquiry, you will either handle it yourself or hand it off to the appropriate person at the company. Existing customers will also email you, and you will either respond to them, cc in the right person, or forward it to the right person. We’ll cover what to do as each thing comes up, but it wouldn’t hurt to document it!
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This is an optional expansion of the job. If you end up doing it really well, you will eventually stop doing the role above, albeit the default for this job is just the stuff above and this part of the job description would most likely happen after some experience working together. Unless you feel extremely compelled to this part, we suggest you apply with the focus for just the above stuff. You will not be penalized for wanting or not wanting this part (seriously).
Inbox Assistance
Help keep the CEO’s email inbox empty / only the emails he needs to respond to or that he should see. Unsubscribe from annoying emails. The CEO is also transitioning away from being the broker that answers questions for agents; when an agent asks a broker-type question, you can introduce them to the new broker. Handle any emails that come in for customer success work (you) and cc or forward the right teammate when it’s something else.
Miscellaneous Projects
Depending on your skill level and familiarity with the company over time, you will handle random projects that the CEO thinks are important to do but that don’t fall cleanly into someone else’s job. As those roles grow, we will hire someone for them, and you will move on to new projects. Likewise, when other admin staff are on vacation, you will help handle their work (and they will do the same when you are on vacation, minus the assistant stuff).
Job Types: Full-time, Part-time
Pay: $25.00 – $30.00 per hour
Expected hours: 20 – 40 per week
Schedule:
- Day shift
Application Question(s):
- Tell us why you’d be good at this job and how it works with your schedule.
Shift availability:
- Day Shift (Required)
Work Location: Remote
