Virtual Marketing and Administrative Assistant job description

North Road Farm is a horseback riding stable located in Fremont New Hampshire since 2004.  The historic 1805 farm offers student lesson instruction, trail rides, and beach rides to children, adults and people with disabilities.

We are seeking a remote, virtual assistant with experience in high-level customer care, online operations, and social media / email marketing. This is an independent contractor position offering about 10+ hours per week.

Key Responsibilities

This role executes and manages key tasks across several functional areas. The chief responsibilities are to respond to new riding students (often educating and guiding those who are new to riding), coordinating with existing students, managing digital operations, and social media / email marketing. 

New and Existing Customer Care

• Monitor & respond to inbound leads from three main sources 1) online form submissions, 2) Phone/Text, 3) Calendar requests.
• Qualify that new students have skills and provide suggestions as needed to ensure their safety.
• Assist existing clients with scheduling using our scheduling software, Acuity. 
• Maintain and update the customer database using our CRM software, ActiveCampaign.
• Manage CRM email list segments based on lessons, trail, beach leads.
• Ensure timely responses to all incoming contacts through phone, text, and email with a target response time of 24–48 hours, Monday through Friday.
• Make observations about the customer experience and provide recommendations to improve the process.
• Update and maintain customer facing documents for: Pricing and Services, Horseback Riding Information, and Rider Release forms.

Business Operations & Administration

• Maintain an organized online operational ecosystem through GSuite, ActiveCampaign, and Acuity.
• Process credit card payments through Acuity and track rides to be paid via cash or check.
• Issue and manage the application of booking codes, certificate codes, and credit codes in Acuity.
• Closely monitor the schedule and block dates as needed to prevent over booking.
• Execute updates as needed to NRF’s website through WordPress, the Acuity booking site, and ActiveCampaign autoresponders. 
• Use Quickbooks for light bookkeeping when a rider pays via cash or check.

Digital Marketing & Content

• Manage social media posting, including selecting images, creating monthly highlight photo albums, and sharing content to the NRF website, Facebook (owner’s page and NRF page).
• Draft and send riding event newsletters using ActiveCampaign. 

Qualifications

• 3+ years of experience providing customer support and/or engaging in relational selling.
• 3+ years experience engaging in administrative or operational position(s).
• Experience in digital marketing and content management.
• Familiarity with CRM and email/text marketing platforms. ActiveCampaign, specifically, would be a bonus.
• Familiarity with GSuite, Acuity, WordPress, Quickbooks, and Stripe.
• Experience using  a CRM to attract new customers through text, email, and social media.