Customer Service Representative

Application: Please submit a video introduction, resume and in addition, please include a brief response to the following question:

Question:
“How can I make sure that when I have to change a customer’s appointment — whether it’s due to lateness, rescheduling, or cancellation — the customer still leaves the interaction feeling that the adjustment was handled positively, with care, and maybe even to their benefit?”

Position Overview

We're seeking a Customer Support Specialist who excels at building genuine human connections. This is not just a customer service or sales position — we are looking for someone with a warm, conversational personality, the kind of person who makes others feel like they’re speaking to a friend or family member.

The ideal candidate thrives on empathetic communication, loves chatting with customers, and has a natural ability to make people feel seen, heard, and valued — even during challenging conversations. Every customer should hang up feeling better than when they called.

Key Responsibilities:

Establish authentic, friendly rapport with customers across phone, chat, and email.
Handle retention and cancellation calls with empathy and problem-solving mindset.
Listen actively to customers’ concerns and work toward resolutions that genuinely serve their needs.
Conduct follow-up calls to ensure satisfaction, build loyalty, and re-engage past clients.
Perform "Welcome Calls" to build a strong first impression and clarify service expectations.
Recognize opportunities to upsell services in a natural, non-pushy manner.
Collaborate with the operations and scheduling team to ensure seamless customer experiences.
Track interactions and outcomes in the CRM to inform retention strategies.
Offer emotional intelligence and care in every interaction — customers should leave the call smiling.
What We’re Looking For:

A naturally friendly, talkative, and compassionate personality — someone who enjoys real conversations.
Experience in customer support, retention, or sales (cleaning industry is a plus).
Strong listening and interpersonal skills; empathy is your superpower.
Ability to de-escalate concerns and guide customers toward positive solutions.
Excellent organizational skills and comfort with multitasking.
Tech-savvy; comfortable with CRM software, spreadsheets, and digital communication tools.
Self-motivated, proactive, and comfortable in a fast-paced environment.
What You’ll Love About Working With Us:

A supportive, culture-driven team that values you as a person.
Flexible hours and the ability to work remotely.
Paid time off and recognition for outstanding work.
Schedule: Monday-Saturday