At Mosaic Home Services, we help homeowners maintain and improve their homes through a portfolio of trusted service brands. We believe exceptional customer experiences start with exceptional team members, and we're looking for someone who enjoys helping people, solving problems, and keeping things organized.As a Customer Experience & Scheduling Specialist, you'll be the first point of contact for many of our customers. You'll play a key role in guiding customers through the booking process, answering questions, coordinating schedules, and ensuring every interaction leaves a positive impression.If you enjoy staying busy, working with people, and being part of a supportive team, we'd love to hear from you.
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Answer inbound calls, emails, texts, and online inquiries
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Help customers understand our services and book appointments
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Provide friendly, professional, and solution-focused support
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Follow up with customers regarding bookings, updates, and questions
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Resolve concerns and ensure customers feel supported throughout their experience
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Schedule appointments accurately using our CRM and scheduling systems
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Maintain detailed customer records and service notes
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Coordinate with various stakeholders, including operations teams and franchises, when schedules need adjustment
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Ensure technicians and crews have the information they need to succeed
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Help convert customer inquiries into booked appointments
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Recommend additional services and upsell when appropriate
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Ensure customers receive the right service for their needs
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Contribute to team goals related to customer satisfaction, qualitative KPI’s and booking success
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Maintain accurate records and documentation
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Triage the client’s concern and help as needed
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Customers feel valued and supported
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Bookings are accurate and well-documented
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Follow-ups are completed consistently
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Team communication is strong and proactive
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Customer inquiries are handled efficiently and professionally
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You contribute to a positive, collaborative team environment
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Previous customer service, hospitality, retail, reception, or call center experience
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Strong communication skills, both verbal and written
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Ability to stay organized while managing multiple priorities
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Comfortable learning new software and systems
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Positive attitude and willingness to learn
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Strong attention to detail
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Reliable, professional, and accountable
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Ability to remain calm and focused in a fast-paced environment
People who are successful in this role often come from:
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Retail, customer service
- Sales experience - Inside sales experience is an asset
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Restaurants and hospitality
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Coffee shops and cafés
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Call centers and customer support teams
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Stable, year-round employment with a growing company
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On-the-job training
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Supportive team environment
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Opportunities to learn multiple areas of the business
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Career growth opportunities within the Mosaic group
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A role where your work directly impacts customer satisfaction and company success
$16.00-$22.00 per hour
Our team values accountability, communication, teamwork, and continuous improvement. We support one another, celebrate wins together, and take pride in delivering great service to our customers every day.
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