Customer Support and Sales Representative, Edmonton

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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