IT, Customer Operations & Social Media Administrator

Job Title IT, Customer Operations & Social Media Administrator

Role Overview:

The IT, Customer Operations & Social Media Administrator plays a critical role in ensuring the seamless operation of our business by managing and integrating key software tools. You will be responsible for managing customer interactions, ensuring financial data is aligned, overseeing marketing efforts, providing exceptional customer service and sales expertise. Additionally, you will handle website updates, social media, and other operational tasks to support growth and ensure everything is running efficiently. This includes creating accounts and fully customizing Salesforce, RingCentral, QuickBooks, DocuSign, Mailchimp, and Postalytics to reflect the company’s brand. You will also be responsible for automating processes, integrating systems via tools like Zapier, and ensuring every account, template, and workflow is aligned with our branding and operational needs. In addition, you will manage customer inquiries, ensure contracts are signed and understood, handle financial processes, and use Microsoft Teams to communicate with the team and clients.

Key Responsibilities:
1. Software Integration & Customization
You will ensure that all tools are fully integrated and customized to align with our company’s branding and operational needs:
• Salesforce (CRM): Implement and customize Salesforce as the central hub for all customer and lead data. This includes creating a Salesforce business account, configuring it to reflect our brand, and integrating it with other systems (Jobber, QuickBooks, Mailchimp, etc.). Automate lead entry using tools like CSV imports, Data Loader, Web-to-Lead forms, and third-party integrations (e.g., Zapier) to streamline data capture and workflows.
• RingCentral (Telecom & Communication): Set up and integrate RingCentral with Salesforce to manage calls, SMS, and email communication. Ensure all customer interactions are logged automatically for easy tracking and better customer service.
• Jobber (Field Service Management): Create a Jobber account and fully customize it for job scheduling, dispatching, invoicing, and client communications, ensuring everything aligns with our branding. Templates for quotes, invoices, and dispatching must reflect the company’s style and operational needs. Or recommend something more specific that we can customize to our brand.
• QuickBooks (Accounting & Financial Management): Create and configure a QuickBooks account, setting up all templates for invoicing, quotes, billing, and financial reporting to match our brand. Integrate QuickBooks with Salesforce, Jobber, and RingCentral for accurate and streamlined financial data.
• DocuSign (Electronic Signatures): Integrate DocuSign with Salesforce to handle contracts, service agreements, and other legal documents, ensuring smooth e-signature workflows that sync with client records.
• Mailchimp (Email Marketing): Customize and integrate Mailchimp with Salesforce for email marketing campaigns, including automated follow-ups, promotions, and customer segmentation.
• Postalytics (Direct Mail Campaigns): Create a Postalytics account and fully customize it to our brand, including setting up templates for personalized postcards, flyers, and direct mail campaigns. Automate direct mail processes using integrations with Salesforce.
2. Automation & Data Import:
• Automate lead entry and data imports into Salesforce using methods like CSV file uploads, Data Loader, and third-party integrations (e.g., Zapier).
• Set up Web-to-Lead forms for automated lead capture from the website, ensuring that leads are added directly to Salesforce without manual data entry.
• Integrate Salesforce with Zapier to connect with external platforms and tools, allowing for seamless data flow and eliminating manual data entry.
3. Customer Contract Management & Follow-up:
• Ensure customers sign and understand contracts, service agreements, and legal documents using DocuSign. Follow up to ensure that all necessary signatures are obtained in a timely manner.
• Provide clear communication to customers about contract terms, addressing any questions or concerns they may have before signing.
• Follow up with customers to ensure they fully understand the scope of services and the terms of the agreement before project initiation.
4. Website Management & Maintenance
• Website Updates: Make regular updates to the company’s website, ensuring that content is fresh, accurate, and aligned with the company’s brand identity.
• Brand Consistency: Ensure the website’s design and content reflect the brand’s voice, and make sure the user experience is optimized across all devices.
5. Financial Management & Oversight
• Invoicing & Payments: Ensure accurate invoicing in QuickBooks, matching job details from Jobber and syncing with Salesforce for customer records. Ensure timely payment collection and follow up on overdue invoices.
• Reconciliation: Monitor financial data, ensuring synchronization across QuickBooks, Jobber, and Salesforce to keep track of income, expenses, payroll, and invoicing.
• Financial Reports: Generate reports from QuickBooks to assess business financial health, and ensure the data is aligned with the company’s income and expenses.
6. Customer Service & Task Coordination
• Lead Management: Manage new leads in Salesforce, ensuring they are entered into the system and tracked through the sales pipeline. Automate follow-ups and ensure conversion to customers.
• Task Coordination: Manage and assign tasks to internal team members or freelancers using tools like Trello or Asana. Track progress and ensure that all tasks are completed on time.
• Customer Inquiries: Provide timely responses to customer inquiries via phone (RingCentral), email, or text, ensuring professional communication and resolution of any issues.
• Client Account Management: Maintain up-to-date customer profiles in Salesforce, ensuring accurate communication and record-keeping.
7. Social Media & Marketing Management
• Social Media Posts: Create and schedule regular posts on social media (primarily Facebook), ensuring content is professional, brand-aligned, and engaging for both residential and commercial clients.
• Paid Advertising: Design and manage paid social media campaigns on Facebook, ensuring the targeting and messaging aligns with the business’s goals.
• Email Marketing: Develop and execute email marketing campaigns using Mailchimp, segmenting lists for personalized outreach to residential and commercial clients.
• Direct Mail Campaigns: Utilize Postalytics to create and send direct mail campaigns targeting both residential and commercial clients.
• Marketing Automation: Integrate Salesforce with Mailchimp and Postalytics to automate marketing tasks, from follow-up emails to direct mail, ensuring consistent client engagement.
8. Administrative Support & Reporting
• Job Scheduling: Manage job scheduling in Jobber, ensuring assignments are clear and clients are notified of job statuses.
• Reports: Generate daily, weekly, and monthly reports for operations, finances, marketing performance, and customer service.
• System Health Checks: Regularly monitor all integrated systems (Salesforce, Jobber, QuickBooks, etc.) to ensure they are functioning smoothly and troubleshoot issues as needed.
9. System Monitoring & Troubleshooting
• System Integration: Continuously monitor the integration between Salesforce, RingCentral, Jobber, QuickBooks, DocuSign, Mailchimp, and Postalytics to ensure all systems are working together seamlessly.
• Troubleshooting: Identify issues in workflows or data syncing between tools, and resolve problems quickly to maintain smooth operations.
10. Communication & Meetings

• Utilize Microsoft Teams for internal meetings, calls, and updates. Ensure timely communication and regular check-ins with the team on key tasks, project updates, and system issues.
• Attend meetings to provide progress updates and report on system integrations, customer inquiries, financial data, and marketing campaigns.

Key Skills & Qualifications:
• Technical Skills:
• Expertise with Salesforce, QuickBooks, Jobber, RingCentral, Mailchimp, DocuSign, and Postalytics.
• Proven ability to create and customize accounts and templates across systems like QuickBooks, Jobber, and Postalytics to align with business needs.
• Experience with automation tools like Zapier and Data Loader to efficiently manage data flow between platforms.
• Experience with WordPress or other website management tools for basic updates.
• Financial Management:
• Proficiency in QuickBooks for invoicing, financial reporting, and payroll.
• Ability to reconcile financial data across systems and ensure accurate billing.