What are the responsibilities and job description for the Customer Service Representative position at Home Sweet Home?
About Us
Home Sweet Home Cleaning & Gardening LLC is a premier residential cleaning service dedicated to providing exceptional client experiences. We’re seeking a Client Success Specialist to play a key role in managing client relationships, optimizing scheduling, and supporting sales—ensuring seamless communication and top-tier service.
Location: Waterville NY
Position Type: Full-Time Compensation: $42,900-$48,000 bonuses
Why Join Us?
- Work with a supportive, growing team in a fast-paced environment.
- Make a direct impact on client satisfaction and retention.
- Opportunities for growth and career advancement
Job Overview
The Client Success Specialist is responsible for handling client communication, scheduling, sales follow-ups, work orders, and complaint resolution. This role ensures smooth day-to-day operations and supports the Operations by proactively managing client needs, scheduling efficiency, and service quality.
Key Responsibilities
1. Client Communication & Customer Service
- Serve as the main point of contact for client inquiries, scheduling changes, and service-related questions.
- Handle complaints professionally, offering timely solutions and escalating when necessary.
- Conduct post-service follow-ups to ensure client satisfaction and identify upsell opportunities.
- Maintain VIP client relationships and ensure top-tier service for high-value customers.
2. Scheduling & Work Order Management
- Assist in scheduling new and recurring services, optimizing routes for efficiency.
- Manage last-minute changes, cancellations, and reschedules while maintaining productivity.
- Ensure work orders are clear, accurate, and properly assigned to technicians.
- Coordinate deep cleans, flex clients, and last-minute schedule adjustments.
3. Sales & Client Retention
- Handle inbound sales inquiries and assist with closing new clients.
- Follow up on leads and past clients to encourage bookings and recurring services.
- Track client trends and feedback to improve retention and satisfaction.
- Identify upsell opportunities (e.g., deep cleans, add-on services, premium packages).
4. Reporting & Quality Control Support
- Track and log client feedback, complaints, and recurring service issues.
- Work closely with the Operations Manager to improve service consistency.
- Ensure scheduling efficiency aligns with company goals and team availability.
What We’re Looking For
- Customer-focused: You love creating exceptional client experiences.
- Detail-oriented & organized: You can juggle multiple tasks without dropping the ball.
- Strong communicator: You can handle tough conversations professionally and clearly.
- Problem-solver: You anticipate challenges and offer solutions before they escalate.
- Tech-savvy: Comfortable with scheduling software (Maid Central experience is a plus).
- Sales-minded: You’re proactive about upselling and strengthening client relationships.
Preferred Experience
- 1 year of experience in customer service, scheduling, or sales (cleaning or service-based industry a plus).
- Familiarity with CRM or scheduling software (Maid Central preferred).
- Experience handling client concerns and providing solutions professionally.
- Previous sales experience or ability to close new bookings is a bonus.
Benefits & Perks
- Competitive pay based on experience
- Paid Time Off, Sick Time, Retirement, Free house cleanings
- Growth opportunities within a fast-growing company
- Supportive, team-oriented work environment
Ready to Make an Impact? Apply Today!
If you’re a customer-focused, detail-oriented problem solver who thrives in a fast-paced environment, we want to hear from you! Join Home Sweet Home Cleaning & Gardening LLC and be a key player in delivering top-tier client experiences.
Job Type: Full-time
Pay: $42,900.00 - $48,000.00 per year
Benefits:
- Paid time off
Shift:
- 8 hour shift
- No nights
Work Location: On the road
Salary : $42,900 - $48,000
