Operations & Communications Virtual Assistant (SMSP)

Responsibilities:

• Manage all client communications across email and social media channels responding to inquiries within 24 hours (within 1 hour during business hours)
  
• Handle real-time communications with existing clients and team members for any ad-hoc changes or updates
  
• Qualify leads through Active Campaign and funnel them to the website quoting system
  
• Create and send quotes via email using current manual process (transitioning to Xero-based quoting system)
  
• Schedule jobs in advance using Bright HR system considering employee workloads travel times and capacities
  
• Organize and maintain all compliance documentation including NDIS and registration forms
  
• Support daily invoicing processes and data entry into Xero accounting system
  
• Assist with systems integration between ServiceMate Active Campaign and Xero
  
• Create and maintain process documentation and standard operating procedures
  
• Manage social media presence and respond to customer inquiries across platforms
  
• Update and maintain WordPress website content
  
• Support business owner during transition to new systems including Active Campaign setup and ServiceMate migration
  
• Contact clients to gather job details and confirm scheduling when needed
  
• Coordinate with field staff for job scoping and detail collection
  

• Full ownership of client communication management across all channels (email social phone support)
  
• Complete responsibility for lead qualification and initial client contact processes
  
• Primary point of contact for scheduling coordination and job management
  
• Support role in financial processes including quoting and invoicing workflows
  
• Active participation in systems integration and digital transformation initiatives
  
• Documentation creation and maintenance for all business processes
  
• Social media management and basic website content updates
  
• Compliance documentation organization and client onboarding support
  
• Liaison between field staff and office operations for job coordination
  
• Backup support for operations manager in administrative tasks
  

• Strong written communication skills for professional email and social media interactions
  
• Experience with CRM systems and lead qualification processes
  
• Familiarity with accounting software preferably Xero
  
• Basic understanding of WordPress content management
  
• Experience with scheduling and workforce management systems
  
• Knowledge of compliance documentation processes particularly in healthcare or disability services (NDIS experience preferred)
  
• Ability to learn new software systems quickly during business transitions
  
• Strong attention to detail for invoicing and data entry accuracy
  
• Excellent time management skills to handle multiple communication channels
  
• Problem-solving skills to handle ad-hoc client requests and scheduling conflicts
  
• Experience with Active Campaign or similar marketing automation platforms preferred
  
• Understanding of service-based business operations