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Customer Support and Sales Representative

About the Role

Mosaic Home Services is growing, and we’re hiring a Customer Service Team Member to support our Pod A call center. This role is the front line of the business — and one of the most important.You are the first voice our customers hear, and you set the tone for their entire experience. Our goal is simple: every customer should feel heard, cared for, and confident from the first call through to job completion.This is not a passive, sit-back office role. It’s a high-volume, fast-paced, sales-driven position where you’re expected to stay on top of calls, bookings, and follow-ups throughout the day. Success here comes from being proactive, focused, and on the ball — not just completing tasks, but driving outcomes.You’ll work closely with sales and operations in a team that values accountability, clear communication, and doing things right the first time.

Key Responsibilities

Customer Communication

• Answer inbound phone calls, emails, texts, and online inquiries
• Book new cleaning services and confidently explain offerings, pricing, and availability
• Provide clear, friendly, and professional communication at all times
• Follow up with customers to confirm bookings, address concerns, and resolve issues

Scheduling & Job Setup

• Accurately schedule cleanings using our CRM and scheduling tools
• Ensure customer details, service notes, access instructions, and special requests are properly documented
• Coordinate with operations to adjust schedules when changes or issues arise

CRM & Admin Accuracy

• Maintain clean, detailed customer records
• Log all interactions, notes, and outcomes consistently
• Support invoicing, reschedules, cancellations, and basic billing questions

Sales Support

• Take ownership of converting inbound leads into booked jobs — this is a core part of the role
• Identify upsell opportunities (add-ons, recurring services) where appropriate
• Ensure a clean handoff of information to the operations team

What Success Looks Like

• Customers feel heard, supported, and confident after every interaction
• Schedules are accurate, complete, and easy for operations to execute
• Minimal errors in bookings, notes, or follow-ups
• High conversion rates on inbound leads
• Strong internal communication with the Pod A team
• You don’t just complete tasks — you consistently create a positive customer experience

Skills & Experience

• Previous customer service or call center experience preferred
• Experience in high-volume, customer-facing environments is highly valued
• Strong verbal and written communication skills
• Comfortable handling multiple conversations and tasks at once
• Highly organized with strong attention to detail
• Fast learner with the ability to adapt quickly in a dynamic environment
• Strong multitasking ability without sacrificing accuracy
• Excellent computer skills and confidence navigating multiple systems at once
• Previous sales experience is an asset

Tech Stack Experience (Assets)

• CRM systems such as Jobber or HubSpot
• VoIP phone systems (Aircall or similar)
• Google Workspace (Gmail, Calendar, Docs)

Who This Role Is For

• Someone who enjoys helping people and solving problems
• Calm, professional, and reliable under pressure
• Process-driven and comfortable following clear workflows
• Takes ownership of tasks and follows through without being chased
• Thrives in a fast-paced, dynamic environment where priorities can shift quickly
• Quick learner who can pick up new systems and processes with ease
• Strong multitasker who can manage multiple conversations and tasks at once
• Highly comfortable with computers and working across multiple tools
• Self-motivated with a strong sense of urgency — you don’t wait to be told what to do
• Eager, energetic, and naturally outgoing in both phone and in-person interactions
• Confident leading conversations and driving outcomes in a sales-focused role

Backgrounds That Tend to Succeed Here

We’ve found that people who thrive in this role often come from fast-paced, customer-facing environments such as:

• Retail (especially department or high-volume stores)
• Coffee shops (e.g., barista experience at places like Starbucks)
• Restaurants (server, shift lead, or manager roles)

If you’re used to juggling multiple customers, staying organized under pressure, and delivering great service with energy and urgency, you’ll likely do well here.

Who This Role Is Not For

• Someone looking for a low-pressure or slow-paced office job
• Someone who prefers to “clock in and out” and do the minimum required
• Someone who needs constant direction or close supervision
• Someone uncomfortable with a fast-paced, high-volume, sales-driven environment
• Someone who struggles with attention to detail or documentation

Why Join Us

• Stable, growing company with clear processes and structure
• Supportive team environment where people are expected to show up, help each other, and take pride in their work
• Exposure to multiple brands and opportunities for growth within the Mosaic group
• A role where your performance directly impacts customer experience and results
• Leadership that cares about doing things the right way — not just the fast way

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