Pet-Centric Customer Success & Sales Lead

Workstream; Ann Arbor (MI); Hybrid; USD 42,000 - 66,000; Full time

Job summary

Workstream is seeking a Customer Service Sales Lead in Ann Arbor, MI hybrid role to guide the client journey from first inquiry to loyal client. You will handle lead outreach, conversion, and detailed documentation while delivering exceptional pet-parent experiences.

You will own the sales funnel, support reservations, memberships, and rebooking, and collaborate with the team to accelerate revenue and client satisfaction. Prior hospitality or pet care experience is a plus.

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 strong internal/external communication.
• Sales-driven and goal-oriented with accountability.
• Ability to work independently and with a team.
• Basic computer skills and quick software learning.
• Passion for pets and comfort around dogs/cats.
• Punctual and reliable with flexible availability.
• Tech-savvy 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.

Skills

Client care

Sales conversion

Phone & SMS

Time management

Detail oriented

Team collaboration

Independent work

Tech-savvy

Pet care experience

Job description

Workstream is seeking a Customer Service Sales Lead in Ann Arbor, MI hybrid role to guide the client journey from first inquiry to loyal client. You will handle lead outreach, conversion, and detailed documentation while delivering exceptional pet-parent experiences.

You will own the sales funnel, support reservations, memberships, and rebooking, and collaborate with the team to accelerate revenue and client satisfaction. Prior hospitality or pet care experience is a plus.