Customer Service Sales Lead

My Second Home Pet Resort; Franklin (TN); Hybrid; USD 42,000 - 64,000; Full time

Job summary

My Second Home Pet Resort is hiring a Customer Service Sales Lead to own the client journey from first inquiry to loyal client. The role centers on lead outreach, conversion, and detailed communication tracking to ensure pet parents feel informed and cared for, and are excited to choose our resort.

The ideal candidate is highly organized, goal-oriented, and passionate about helping pet parents find the right service fit for their furry family members.

Qualifications

• Passion for client care and personalized sales.
• Experience in outbound communication and sales conversion.
• Confident communicator via phone, SMS, and email.
• Excellent time and task management.
• Highly organized with internal and external communication.
• Sales-driven mindset and accountability.
• Ability to work independently and with a team.
• Basic computer skills and ability to learn software.

Responsibilities

• Ensure a caring and compassionate experience for potential, new and established pet parents through clear communication and accurate documentation.
• Demonstrate love for pets and create a welcoming environment for pets and parents.
• Demonstrate knowledge of services offered and resort practices.
• Suggest best services to meet clients' needs with personalized recommendations.
• Proactively follow up with leads and drive sales revenue.
• Log detailed, personalized notes to support high-touch outreach.
• Own and manage leads through the sales funnel and drive conversions.
• Collaborate with the team to ensure a cohesive and seamless client experience.
• Support revenue generation efforts in partnership with management.
• Celebrate wins and track progress toward sales goals.
• Answer phones, SMS, and email inquiries warmly.
• Manage check-ins, check-outs, and reservations accurately.
• Maintain client profiles and documentation.
• Conduct tours and answer new client questions.
• Support membership sign-ups, package sales, and rebooking.
• Maintain a high standard of cleanliness in reception area.

Skills

Outbound sales

Sales conversion

Phone, SMS, email communication

Time management

Organization

Accountability

Team collaboration

Tech literacy

Hospitality/pet-care

Tools

CRM software

Job description

Are you a natural relationship builder who loves both pets and people? Do you thrive on client engagement, sales, and turning leads into loyal clients?

We’re hiring a Customer Service Sales Lead to own the client journey—from first inquiry to loyal client!

This specialized role focuses on lead outreach, lead conversion, sales, detailed communication tracking, and client education to ensure pet parents feel informed, cared for, and are excited to choose our resort. This role requires strong internal and external communication skills. This is a hybrid role as part of the host team with dedicated hours each day to execute the sales lead role. As the Sales Lead for your resort, you will champion both sales and customer service as you drive both new client acquisition and client loyalty.

What We’re Looking For:

The ideal candidate is highly organized, motivated by goals, and love helping pet parents find the right service fit for their furry family members.

Qualifications:

Passion for client care and personalized sales

Experience in outbound communication and sales conversion

Confident communicator via phone, SMS, and email

Excellent time and task management.

Highly organized, detailed and efficient team with all internal and external communication

Sales driven mindset. Goal-oriented with a strong sense of accountability

Ability to work independently and with a team

Basic computer skills with the ability to learn software easily.

Passion for pets and comfort around dogs and cats

Driven to elevate the client experience through excellent customer service

Punctual and reliable with flexible availability (weekends/holidays)

Tech-savvy enough to learn new software and systems

Experience in hospitality, pet care, or retail is a plus

Responsibilities:

Ensure a caring and compassionate experience for our potential, new and established pet parents through clear communication, attention to detail, and accuracy in documentation.

Exhibit genuine love and enthusiasm for pets, creating a positive and welcoming environment for our four-legged guests and their pet parents.

Demonstrate a high level of knowledge of the services offered and resort practices.

Ability to suggest the best services to meet clients' needs

Confidently make custom recommendations using suggestive selling that drive sales revenue.

Proactively follow up with leads, demonstrating your skills as a sales professional

Log detailed, personalized notes to support high-touch outreach

Own, drive, track and manage leads through the sales funnel

Drive conversions from trial offers to loyal clients

Work collaboratively with the team to ensure a cohesive and seamless experience for both pets and pet parents.

Support overall revenue generation communication and outreach in partnership with management

Celebrate wins and track progress toward sales goals

Answer phones, SMS, and email inquiries with professionalism and warmth

Manage check-ins, check-outs, and reservations accurately

Maintain client profiles and ensure accurate documentation

Conduct tours and answer new client questions

Support membership sign-ups, package sales, and rebooking

Maintain a high standard of cleanliness in the reception area to support a safe and healthy environment for clients and team

Equal Employment Opportunity

It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability or status as a disabled or Vietnam era veteran.

The safety, security, and comfort of your pet is always our first priority! Your companion deserves the best, and that’s what we have to offer… without compromise. Our trained and dedicated team of animal lovers provide unmatched care to all the cats and dogs who stay with us.