Virtual Sales and Customer Service Associate

About the Position

The Virtual Sales and Customer Service Associate (VSCSA) is a key position at Scenthound, responsible for lead conversion, appointment scheduling, membership sales support, membership retention, customer satisfaction, and reactivation of inactive customers through outbound and inbound communications. In addition, VSCSA is focused on customer outreach and operational excellence. The VSCSA is often the first point of contact and plays a critical role in shaping the customer experience. Every customer interaction needs to be treated with the utmost care. This position requires:
• Sales experience and confidence
• Customer service experience
• Computer/ Technology proficiency specifically in navigating CRMs and VoIP
• Reliable Internet Access
• High English proficiency
• Ability to work during U.S. business hours, including evenings and weekends as needed
• Consistent attendance and availability during scheduled shifts are required
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Who We Are Looking For

A successful VSCSA is energetic, reliable, and process oriented! We are looking for motivated tea ---------- mbers who want to help provide superior customer service to dog parents, drive appointment bookings, membership conversions, customer retention, and customer satisfaction while achieving individual and team performance goals. A passion for dogs and dog health & wellness is strongly preferred.
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Responsibilities

• Contact prospective trial and membership leads through phone, text, and CRM outreach using company-provided systems (approximately 50 contacts per hour).
• Answer phone calls, schedule customer appointments, manage customer profiles and records including data entry into a customer profile and obtaining rabies vaccination records
• After a customer visit, conduct customer satisfaction calls and check-ins
• Drive key performance indicators including appointment booking rate, appointment show rate, membership conversion rate, membership retention rate, and customer satisfaction
• Conduct membership retention and reactivation outreach to inactive, cancelled, or delinquent members
• Handle customer objections professionally and nurture leads through the sales process to maximize appointment bookings and trial/membership conversions
• Communicate effectively through phone, text, email, and CRM tools while collaborating with center staff
• Support membership growth through appointment bookings, trial/membership conversions, retention efforts, and reactivation campaigns
• Maintain accurate customer records and document all customer interactions within the CRM and scheduling systems
• Meet or exceed established daily, weekly, and monthly goals for outbound contacts, appointments booked, membership conversions, retention activities, and customer satisfaction
• Represent the Scenthound brand and communicate our mission of dog wellness and preventive care during every customer interaction
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Performance Expectations

• Approximately 250–350 outbound contacts per day
• 8–15 appointments booked per day
• Achievement of appointment show-rate goals
• Achievement of membership conversion goals
• Achievement of membership retention goals
• Maintain high customer satisfaction scores
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Skills and Abilities

• Confidence in selling services and products
• Ability to connect with customers, over the phone, and provide outstanding customer service
• Ability to learn our products and services to educate the dog parents; speak to our values and culture as a basis for our services
• Effective communication with tea ---------- mbers and dog parents (on the phone)
• Attention to detail
• Time-management; Scheduling appointments efficiently
• Accountability
• Persistence and resilience
• Strong verbal communication and active listening
• Relationship building
• Follow-up discipline
• Ability to work independently
• Goal-oriented mindset
• Sales closing techniques
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Preferred Qualifications

• Previous call center experience
• Membership sales experience
• Veterinary, pet care, grooming, or wellness industry experience
• Experience using CRM software
• Experience working remotely
• Experience meeting or exceeding sales quotas, appointment booking goals, or customer retention targets
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Remote Work Requirements

• Reliable high-speed internet access
• Dedicated quiet workspace free from distractions
• Computer capable of running CRM, VoIP, and communication software
• Additional monitor (24" or larger preferred)
• Webcam and headset for meetings and training
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Benefits

• Paid training and ongoing professional development
• Remote work environment with scheduling flexibility based on business needs and performance
• Opportunity for advancement into Team Lead and other leadership roles within the virtual sales and customer service team
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Compensation

• Competitive hourly pay
• Performance-based bonus opportunities are tied to appointment bookings, membership conversions, retention, and customer satisfaction metrics
• Merit-based pay increases