Customer Experience, Sales & Operations Coordinator

Remote | Full-Time | 40 hours/week
Rate: $5.50/hour + performance-based increase after 6 months
Tentative Schedule: Tuesday to Saturday, approximately 9:00 AM to 6:00 PM Central Time. Schedule may be adjusted based on business needs.

About the Role

We are looking for a highly organized, proactive Virtual Assistant to support a growing family entertainment business with customer service, sales follow-up, community outreach, marketing execution, and day-to-day remote operations.

This is not a traditional task-based VA role. You will be expected to take ownership of recurring responsibilities, recognize what needs attention, follow opportunities through completion, and work independently without waiting for daily instructions.

A major focus of the role is providing customers with a consistent and responsive experience, particularly for birthday parties, group visits, memberships, and other inquiries. The position also supports relationship-building with schools and community organizations to generate new business opportunities.

Key Responsibilities

1. Customer Experience & Sales Follow-Up

Answer and return customer calls, emails, voicemails, and online inquiries promptly and professionally.
Assist customers with questions about birthday parties, group visits, memberships, admissions, schedules, policies, pricing, and availability.
Follow up on birthday inquiries, missed calls, abandoned bookings, and prospective customers to help convert interest into confirmed bookings.
Maintain consistent and accurate communication so customers receive the same information regardless of when or how they contact the business.
Identify complaints, exceptions, or concerns that require management attention and escalate them appropriately.

2. Lead Management, Community Outreach & Growth

Maintain CRM records, including contacts, opportunities, notes, pipeline stages, next steps, and follow-up dates.
Proactively nurture active leads and follow up until opportunities are booked, completed, or appropriately closed.
Research and conduct outreach to schools, PTOs, daycares, preschools, homeschool groups, sports organizations, churches, and community partners.
Support opportunities such as group visits, field trips, fundraisers, community events, birthday parties, and partnership programs.
Track outreach activity and provide clear visibility into pipeline progress, outstanding opportunities, and necessary follow-up actions.

3. Marketing & Remote Operations Support

Manage approved customer email campaigns, audience segmentation, promotions, reactivation efforts, and basic campaign tracking.
Maintain the content calendar, schedule approved social media posts, and assist with basic graphics and promotional materials.
Support employee scheduling, recruiting coordination, onboarding administration, and routine communication with vendors, candidates, and partners.
Maintain trackers, shared files, templates, documentation, and standard operating procedures for recurring processes.
Assist with additional administrative needs such as ordering, inventory administration, payroll preparation, reporting, or website/content updates as assigned.

Required Qualifications

Excellent spoken and written English.
Professional, confident, and friendly phone presence.
Experience in customer service, sales follow-up, lead management, relationship management, or a similar customer-facing role.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities and meet deadlines.
Comfortable working independently in a remote environment.
Strong follow-through and ability to act with appropriate urgency.
Comfortable learning new systems, following processes, and documenting workflows.
Availability to work during Central Time business hours.

Qualities We Value

We are looking for someone who demonstrates:

Ownership: You take responsibility for your work and do not need to be reminded repeatedly about outstanding tasks.
Proactive thinking: You identify follow-ups, opportunities, and potential problems before they are pointed out.
Clear communication: You communicate professionally and confidently with customers, partners, and internal team members.
Attention to detail: You understand that small communication errors can create larger operational problems.
Critical thinking and problem-solving: You can assess situations, determine the appropriate next action, and know when something should be escalated. Consultation
Consistency and reliability: You follow through on commitments and make sure active opportunities do not get forgotten.

Preferred Experience

Experience in one or more of the following is an advantage:

CRM and sales pipeline management
Email marketing and customer segmentation
Social media scheduling and basic content creation
Canva or similar design tools
Outbound sales, community outreach, or partnership development
Hospitality, events, family entertainment, party planning, or other consumer-facing businesses

Tools You May Work With

The role may involve tools for CRM and email marketing, business phone management, booking/POS, employee scheduling and payroll, Google Workspace, shared file management, workflow tracking, content creation, and website administration. Current systems include Brevo, Nextiva, LilyPad, Homebase, Google Workspace, Airtable, Google Drive, Canva, ChatGPT, and Base44.

What Success Looks Like

You will be successful in this role when customer inquiries receive timely responses, leads consistently receive follow-up, active opportunities always have a clear next step, community outreach continues moving forward, marketing activities are completed on schedule, and routine operational work is handled without constant supervision.

Customer Experience, Sales & Operations Coordinator