Remote Scouter

Do you have experience coaching?

Do you deeply care about the client’s journey and how successful they are in a program?

Are you looking to work for a company that provides stability, excellence and growth?

Then the team at Well-Oiled Operations needs you!

Well-Oiled Operations is a program for small business owners that are wanting a business that doesn’t run 100% based on their input or time. Founded by Stacy Tuschl, the company has grown to serve hundreds of clients. This company is a place for employees that are DRIVEN in all areas of life. If you are a high performer and love continual personal growth, read on! You would fit in well with this team of remote employees!

You are perfect for this role if you have experience coaching and you are passionate about customer service. In this role, you will teach and coach to the Well-Oiled Operations curriculum. You will provide accountability for actions and guidance through the program. The purpose of this role is to work with Well-Oiled Operations customers to ensure they're receiving the quality tools and support needed to achieve their goals. This includes advising them on recommended pre-recorded training, live coaching, systems and strategies that will combat their most current challenges to result in more revenue generated as well as less time spent in their business. CSMs have an in-depth understanding of the customer's needs and are responsible for communicating common customer behaviors to the sales, marketing, and fulfillment teams.

While serving the client, it is important to build a strong relationship with him/her. This relationship and trust will be a foundation and point of connection for the client. Ultimately, you will be responsible for renewing the client’s commitment to the program or upgrading the client to the mastermind.

Warning: this is not a role that will serve as a catalyst to your personal coaching career. This role is a true opportunity to be a part of a mission-driven organization. Stacy expects excellence from her team members, and she rewards excellence. If that aligns with what you want out of a company, then you might be a perfect fit for this role!

Responsibilities (tasks associated with the role)

Customer Success and Coaching

• Manage and serve as accountability coach to 60-65 clients 
• Become a Well-Oiled Operations product master and guide clients through programs, frameworks, etc.
• Provide administrative support for new client onboarding. Onboarding should focus on features your client needs to learn, based on their desired result. This way, your client can get up to speed as fast as possible and be one step closer to achieving their goals
• Proactively reach out to each of your assigned clients 1x per week, at minimum, via email for private check-ins
• Conduct two (bi-weekly), one-on-one coaching calls via zoom per client, per month to help him/her reach goals, using Company products and service. 
• Weekly, detailed, documentation on progress of each client (and their team) in their client file inside of our CRM (Hubspot). Documentation should include, but not be limited to, what the client implemented the week prior, their “win” for the prior week, what their “Top 3” are for the week and which coaching call you recommend they attend to address their most current challenge(s)
• Direct clients to appropriate products for additional support & learning
• Follow up with clients that no longer show up to calls, etc.
• Develop deep relationships with clients

Renewals and Retention 

• Create loyal, repeat customers instead of one-time users. CSMs must keep track of customer product expiration dates — whether they be monthly, quarterly, or annually — and follow up with customers to renew their contracts. Without following up, you risk potential churn which impacts your retention rates;
• CSMs are dedicated to fulfilling customer goals, which creates an opportunity to introduce premium products and services. When customers are ideal for an upgrade, CSMs is responsible for selling their client on how the upsell to the premium product / service will massively and positively impact their life and business.

Requirements (expected proficiencies to excel in this role)

This position is for a person who is:

• High school diploma or equivalency
• 2 (minimum) years of Customer Service  & Sales experience
• Highly organized and able to multitask
• Self-driven and proactive nature
• Familiarity with email, internet, Apple OS, Google Apps
• Excellent written and oral communication skills required
• Passion for exceptional Customer Service & Sales

Additional requirements:

• Available to work 8 am - 5 pm Central time zone
• Access to a computer 
• Reliable internet connection
• Reliable and distraction-free work environment
• This role is open to US applicants and international applicants

This position is NOT for someone who:

• Wants to build their own business
• Is unavailable to work during Central time zone 

Expected Results 

• Attend all company meetings and coaching calls  in a quiet, well-lit, professional-looking space.
• Ensure all email inquiries are responded to by the end of each day (5:00PM CST).
• Meet / exceed Engagement KPI weekly (this leads to client retention)
• Meet / exceed Retention KPI quarterly = earned commission
• Meet / exceed Upsell KPI quarterly = earned commission
• Meet / exceed Referral KPI quarterly = earned commission

Software Utilized by Company
Google Workplace, Apple OS, Hubspot, Skool

About Well-Oiled Operations
Learn more about the company here.

Company Culture:

• POWERHOUSE MENTALITY.

We practice what we preach. Our team exemplifies high standards, so we are constantly growing, evolving, and setting the bar exceptionally high. No matter the circumstance, we never settle for a quick and easy solution. We are resourceful when problem solving, maintain a team player mentality, and are consistently growth-minded.

• SHARED SUCCESS.

We are results driven. The achievements of our clients directly contribute to the overall success and growth of our business. We are deeply invested in the prosperity, progress, and fulfillment of our clients and consider it our most significant win.

• ALWAYS EXCELLENT.

We are our word. Maintaining honesty, transparency, and fairness with both clients and team members is of the utmost importance. Being true to your word, fulfilling commitments, and acting in an ethical manner even when faced with difficult decisions is essential. We always hold ourselves accountable for mistakes and strive for improvement.

Offer Details

This is a full-time, remote, employee position. Compensation is up to $85,000 ($50,000 base salary + commission) 

Benefits include:

• Health, dental and vision insurance
• 10 days PTO
• Birthday as a holiday
• Standard paid US holidays

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