About the role
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!
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