Virtual Assistant, ACC

The job consists of fielding incoming calls, texts, and emails for the companies your team is responsible for supporting. Multiple times a day, you will be answering client questions, providing price quotes, and selling customers on why they should book a home inspection with “your” company. Remember, you are the “front desk.” Our inspection companies rely on their ACC team to book appointments and keep their calendars busy. Multiple times a day, you will schedule home inspection appointments by collecting and entering specific details into our booking software, responding to general office correspondences (email, text, voicemail), and providing a great customer experience.  

At ACC, we don’t sugar coat it, the job is challenging due to our high standards of quality and the many details involved in effectively serving our customers. However, we invest heavily in each team member and do everything we can to ensure each individual can thrive and succeed in their position - that is why our average tenure is over SIX years, a statistic we are proud of and hope to continue to extend. 

You are not alone in this role either, we believe that being part of a strong team is one of the strengths of ACC’s success over the last 25 years in business. Each agent is assigned a team, and each team supports a specific group of clients - this way, the team can become experts in delivering a great customer experience every time. You will get to know your company owners, and they will get to know you - first names and high fives are key to a successful partnership. 

WHAT TO EXPECT: 

• Quick recruitment process through video calls. 

• The position is Full-Time (40+ hours per week)   

• Pay rate: MXN 130.00 an hour

• Service Level Agreement (SLA) Incentive:  MXN 463.00 per month. To qualify for an SLA Incentive, you must maintain a minimum of 98% adherence to your scheduled work hours without any unscheduled absences, internet disruptions, or time loss caused by equipment or power outages. You can qualify for this incentive during the training period.

• Performance Incentive: MXN 925.00 per month. To qualify for a Performance Incentive, you must uphold the performance standards established by ACC with respect to the monthly scorecard. Examples of metrics measured in the scorecard include:  Number of scheduled appointments versus Team average, Number of quotes converted to appointments, Email and text handle volumes with accuracy and completeness, Errors that result in credits or a poor customer experience.

• Training: paid initial training, as well as ongoing training to help you develop in your role and career. 

• Career path: this is only the beginning! We offer real opportunities for career growth as our team keeps on growing! 

• Support: You’re working from home, but not alone! Your team is available in real-time to help you be successful! 

• Work/Life Balance: This is a 100% remote job, which means no more time wasted in traffic! Spend more time at home, where your family needs you! 

WHAT YOU BRING: 

• Strong communication and language skills: English speaking is a must.  

• We love bilingual team members, but we also need them to have clear and effective communication in our client's native tongue.  

• Must be detail-oriented, accurate, and committed to following defined processes (we call them our SOP or Standard Operating Procedures)  

• Must be able to demonstrate good judgment and decision-making abilities when there isn’t a clear answer - we want you to feel empowered!  

• Strong computer skills: You will be on a computer for your entire shift  

• Ability to accurately enter notes, data, and client information and navigate websites and standard software applications  

• Strong digital communication skills (email, chat, text, etc)  

• Must be able to demonstrate the ability to multitask across multiple systems, customer scenarios, and communication channels 

Our technology requirements are very detailed and non-negotiable. This opportunity will be 100% virtual and highly reliant on a quality internet connection and adequate computing power. If you are unsure of what your system is capable of, we ask you to confirm ahead of time the requirements you do meet and detail to us the ones you need assistance with confirming. 

• A quiet space to work 

• Reliable internet connection of at least 30 Mbps download and 10 Mbps upload 

• Proof of internet connectivity and speed will be required before an offer is extended. Must not be a shared, public or non-secure connection like at an internet cafe, library, or other publicly accessible internet service.  This means your internet connection should be your own (or your household's) and provided by a local internet service provider. Cellular hotspots do not qualify for this purpose. 

Desktop or laptop: 

• Windows OS requirements 

• Intel Core, i5 Processor 

• 8 GB of RAM 

• 64-bit operating system, x64-based processor 

Minimum OS Requirements for Mac 

• 8 GB of RAM 

• Needs to have at least OSX Catalina 

• MacBook (Early 2015 or newer) 

• MacBook Air (Mid 2012 or newer) 

• MacBook Pro (Mid 2012 or newer) 

• Mac mini (Late 2012 or newer) 

• iMac (Late 2012 or newer) 

• iMac Pro (2017) 

• Mac Pro (Late 2013 or newer) 

Laptops must have the ability to connect to an external monitor 

Mobile 

• Android version 7.0+ or above 

• iOS 13.0 or above 

• The device must be protected with an automatic screen lock and require a passcode, FaceId, or Fingerprint to unlock 

Accessories and Peripherals 

• Ethernet cable 

• Mouse (wired or wireless) 

• Keyboard (wired or wireless) 

• USB Headset (single or dual headphones and high-quality microphone) 

• We do not accept wired cell phone headsets like Apple wired headphones 

• Headsets can be wireless as long as they can be charged while in use 

• Must be willing to install ACC-sanctioned AntiVirus software and maintain the operability of the software. This will be provided by ACC during your onboarding at no cost to you.