Customer service/Virtual Receptionist

About the Role We're a cleaning company based in the Toronto, Canada area OneStop Cleaning. We're looking for a dependable, detail-oriented virtual receptionist to answer inbound customer calls, book appointments, and manage our GoHighLevel (GHL) CRM. This is a live phone-answering role, not just chat/email support — you'll be the first voice customers hear when they call. Responsibilities Answer inbound calls professionally and promptly during business hours Quote pricing and answer service questions using our provided pricing logic and scripts Book, confirm, and reschedule appointments directly in GoHighLevel's calendar Move contacts through GHL pipeline stages accurately (Lead ? Booked ? Completed, etc.) Follow up on missed calls and unanswered quotes Update contact records and keep CRM data clean Flag complex issues, complaints, or edge cases to ownership Follow provided scripts for both business lines Requirements Proven experience with CRM— workflows, pipelines, calendar/booking, contact management Excellent spoken English — clear, professional phone manner (we will do a live call screening) Strong written English for CRM notes and follow-up texts Quiet, reliable home work environment with stable internet Available for the required shift hours consistently Prior experience in a receptionist, dispatcher, or customer service role (home services industry a plus) Comfortable following structured scripts and pricing rules exactly Nice to Have Experience with AI voice/chat agents or CRM automation Experience in home services, cleaning, or similar trades