Administrative Assistant for Customer Service

ARE YOU A WOMAN WHO LOVES TO...

Get work done quickly and efficiently... and make a meaningful difference in peoples’ lives?

Consistently grow into your potential both personally and professionally?

Be part of a tight-knit, high-performing, result-driven TEAM of like-minded people that push you to be your best?

Have a huge impact on the success of a fast-growing company that helps women thrive?

Be given massive responsibility but ALSO massive freedom without being micromanaged?

Be appreciated for constantly going above and beyond, and being a rockstar?


If that little voice in your head is yelling “That’s ME!”, then keep reading…


WHO WE ARE:

We are The Better Beyond 40 Formula.

Essentially, we help women find empowering health support & science-based solutions for midlife hormone balance and metabolic function so they can beat symptoms and live in bodies they love.

Based on the west coast of Canada, we’re on a mission to help thousands of women thrive through a combination of personalized lifestyle medicine, coaching and the support they need to navigate the medical system.

We believe that an organization can only become the best version of itself to the extent that the people who drive that organization are becoming better versions of themselves. That’s why our goal is to help each of our tea ---------- mbers grow into their fullest potential.

We are a remote, high-performance team with a culture of excellence and attention to detail. In a world where most businesses (and their employees) are average at best, we aim to go above and beyond to provide a level of service that surpasses expectations.

We don’t believe in trading time for money or following a 9-5 schedule. Instead, we are completely RESULTS focused. So, as long as you meet your objectives and support our company and/or clients to get better results, we don’t care what your daily schedule looks like. We want you to enjoy a great quality of life in addition to feeling great about what you’re doing for work.

At The Better Beyond 40 Formula, you are NOT accepting a “job.” Jobs are boring. You’re accepting something so much more. You’re accepting to join us in our mission to empower midlife women to thrive, and build a company that is tremendously desirable to work for.

We are a MERITOCRACY that rewards the value you add to our company’s growth and our clients’ success.

Likewise, our goal is to add value to you as a person. You will be given the opportunity to grow within our company so that you’re 100% committed to us (and us to you) - instead of going through the aches and pains of doing your own thing or working somewhere else.

However, if you’re hell-bent on building your own brand or company, then we aren’t a good fit to work together.

Working with us, you will help us set a new standard of excellence and delivery in our industry – every single thing you do on our team brings us closer to that goal. Work, we believe, needs to be fun, challenging and something that makes you so excited that you jump out of bed each morning. We believe in work-life INTEGRATION.


OUR TEAM:

We are a virtual team. Our tea ---------- mbers are all driven by their shared desire for impact, excellence, and continuous growth.


OUR CULTURE:

We don’t have ping pong tables, funky sofas, or even a physical office. Our culture is based on the premise “health is the greatest wealth” - regardless of location.

Since our team is virtual, it’s about how we show up day after day, and how we behave and treat one another in and outside of work.

It’s about being a self-starter who does what needs to get done and who is held accountable to specifically defined targets without having a manager breathing over your shoulder.

It’s about our shared values and how we communicate those values to each other and our clients. Regular two-way feedback, collaboration, and transparency within our team and with our clients is core to who we are and how we operate.

Strong culture inside the business equates to strong culture outside the business (with our clients) which is probably why we have grown so quickly.

We live and breathe the following core values:

- Efficacy & efficiency
- Integrity
- Owner-like commitment

We expect any new tea ---------- mbers to as well.


If you fit the bill so far and this sounds like a company you’d like to be part of, then keep reading…



ROLE

You are amazingly organized, efficient, and love dealing with numbers, data, and spreadsheets. You have a strong understanding of using formulas in Google Sheets and can use that knowledge to better help us organize our data and workflow. You understand how to use Zoom and Dropbox.

You create SOPs, AND you help keep them up to date.

You support our clients’ success by managing messages, information and administrative processes with attention to detail. You pick things up quickly and enjoy handling a variety of tasks and running repetitive processes over and over.

You enjoy working with people and have a compassionate, kind, professional, well-boundaried client-facing persona. You understand how to keep customers happy without compromising business procedures or creating unrealistic expectations. You ask whenever you’re unsure of what to do or how to reply.

You perform well under pressure and time constraints. You get things done as quickly as possible while triple checking for accuracy and quality.

You are able to represent our brand and have conversations with prospective customers on social media platforms such as Facebook and Instagram. You can follow a script, move conversations forward, and handle general customer support inquiries.

Overall, your contribution allows our company to run more smoothly, fires are put out quickly (and there are less of them), holes are plugged, and things just work better.


RESPONSIBILITIES

Have 10-20 hours per week available for the following tasks (may be less initially):


Study The Better Beyond 40 Formula/Dr Mary Pines’ Company Culture documents to be 100% clear on the company vision, core values, ideal clients, important processes, and overall business model.


Create Standard Operating Procedures (SOPs) quickly and accurately, so that they require no additional adjustments. Maintain our company playbook.


Monitor client messages in our private online community platform, Skool. Reply directly to messages whenever possible (when administrative or coaching in nature). Organize remaining messages for Dr Pines by priority (red/yellow/green support ticket system).


Respond to comments on our social channels in a positive manner, helping to facilitate conversation and move people forward in the sales cycle.


Moderate comments on our social channels to remove negative comments and ban those users from seeing our ads.


Invite people who “like” our Facebook / Instagram ads to like our Facebook / Instagram pages.


Post thoughtful comments on relevant Instagram posts that suggest you’re an actual human, not an automated bot.


Respond to comments, emails, and direct messages (DMs) as quickly as possible (within minutes is ideal).


Accept new member requests into our free Skool group and engage with them ASAP.


Manage customer service for all prospects, organizing email inbox and handling “Conversational Close” (templated email scripts).


Support with all client-related administrative projects. This includes organizing client data in Google Sheets, tracking and reporting renewals/pauses, and handling all relevant client communications.


Handle administrative tasks for client onboarding and client success (updating CRM and Google spreadsheet, admitting new clients to Skool group, invoicing and welcoming them with a post)


Update critical numbers tracking sheet every Monday morning for the previous 7 days.


Capture screen shots of social proof in Skool group and catalog them.


Handle graduation admin for any clients, including revoking access to product and removing them from paid Skool group and inviting them to the free Skool group.


Ensure clients who renew after graduation book their monthly appointment if they would like one and track in spreadsheet.


Assist with additional administrative projects such as organizing documents, video content information.


Company metrics are accurate, reported on time, and provide 100% confidence to make quicker decisions.



RESULTS:

Your goal is to ensure friendly and prompt customer service for both potential and active clients.


Company SOPs are created quickly and accurately.


Company tasks are completed on time with 100?curacy




REQUIREMENTS:

Due to the sensitive nature of this work (women’s hormonal health), we are seeking a FEMALE for this role

Excellent English language skills


Minimum of 2 years experience as an administrator


Previous experience in customer service role


Very well organized, structured and efficient


Extremely detail-oriented - can immediately spot errors, typos and other details that need to be corrected


Attentive and reliable


Knowledge of continuous process improvement concepts and practices


Excellent time management skills and organizational skills


Excellent understanding and experience using Slack, Zoom, Gmail, Google Docs, Google Sheets, Google Calendar, Instagram, Facebook. Experience with our CRM, Go High Level, is ideal but not required.


You enjoy working with people and have a compassionate, kind, but well-boundaried client-facing persona. Coaching skills / experience are an asset but not a requirement.


IF THIS IS YOU, PLEASE SEND BOTH YOUR CV AND A LINK TO A SHORT VIDEO COVER LETTER (stored on your own cloud). KEEP IT UNDER 3 MINS AND MAKE IT ACCESSIBLE BY ---------- YOU!