Sales & Customer Service Specialist

About the Opportunity

We are looking for a confident, organized, and results-driven Sales & Customer Service Specialist to join a growing company in the residential cleaning services industry.

In this role, you will be responsible for converting inquiries into confirmed bookings, building strong customer relationships, and ensuring a positive customer experience.

The ideal candidate combines strong sales skills with excellent communication, problem-solving abilities, and the capacity to manage a high volume of customer interactions.

Key Responsibilities

Sales & Lead Management

• Handle inbound and outbound calls with prospective and existing customers.
• Identify customer needs, explain available services, provide accurate quotes, and convert inquiries into confirmed bookings.
• Manage approximately 100 combined inbound and outbound calls per day, including sales inquiries, follow-ups, and customer support.
• Consistently follow up with leads through phone calls and text messages to maximize conversion opportunities.
• Address objections related to pricing, availability, and service expectations.
• Promote recurring service plans and identify upselling opportunities.
• Coordinate with scheduling teams to ensure accurate bookings and service availability.

Customer Service & Retention

• Respond professionally to customer inquiries, complaints, and service-related concerns.
• Investigate customer issues by reviewing service records, notes, and internal feedback.
• Collaborate with management and operational teams to resolve concerns efficiently.
• Provide solutions aligned with company policies, including approved discounts or service adjustments when appropriate.
• Follow up with customers to ensure satisfactory issue resolution.
• Support customer retention efforts by proactively addressing cancellations and dissatisfaction.

CRM Management & Reporting

• Maintain accurate and updated records of customer interactions, quotes, bookings, and follow-ups in the CRM.
• Document customer requirements clearly to ensure smooth service delivery.
• Track daily sales activities, customer interactions, and conversion performance.
• Prepare end-of-day reports summarizing sales activity, pending issues, and next steps.
• Take ownership of outstanding customer requests and follow through until resolution.

Requirements

• Previous experience in inside sales, phone sales, appointment setting, customer service, or related positions.
• Demonstrated ability to convert leads into customers and achieve sales targets.
• Strong verbal and written communication skills.
• Confidence handling high-volume inbound and outbound calls.
• Experience managing objections, customer complaints, and challenging conversations.
• Proficiency with CRM platforms, messaging tools, and scheduling software.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and customer interactions simultaneously.
• A proactive, accountable, and results-oriented mindset.
• Ability to work independently while collaborating effectively with internal teams.

Key Performance Expectations

• Consistently achieve established weekly sales and booking targets.
• Manage a high volume of daily customer interactions while maintaining service quality.
• Ensure timely and consistent follow-up with prospective and existing customers.
• Maintain accurate CRM records and activity reports.
• Contribute to customer satisfaction, retention, and recurring business growth.

What We're Looking For

We are seeking someone who is sales-driven, customer-focused, and highly accountable.

Success in this position means converting opportunities into bookings, delivering excellent customer service, resolving issues efficiently, and building long-term customer relationships.

If you enjoy sales, thrive in fast-paced environments, and are motivated by measurable results, we'd love to hear from you!