CLASSIFICATION PURPOSE

This exempt position is responsible for providing follow-up to maintain positive customer relations, ensuring complete customer satisfaction and contract renewals, and selling non-contracted landscape management services; performs related work as required.

ESSENTIAL FUNCTIONS

The examples of functions listed in this job description are representative, but not necessarily exhaustive, of any one position in this job classification. Management may assign other functions not listed herein at its sole discretion.

• Develops strong positive relationships with customer community based upon clear and frequent communication, mutual trust, and ability to meet the customer needs;

• addresses customer complaints, issues, and suggestions with field operations team;

• develops win-win opportunities for the customer and the company;

• proactively improves properties by inspecting and locating problems in the landscape before the customer brings them to the attention of the company and then communicates them to the customer;

• defines a resolution that is within customers' needs and budgetary parameters;

• works closely with administrative support to make sure all contract administration is timely and accurate;

• demonstrates frequent, effective, professional, and timely communication with customers;

• provides candid feedback on customer relationship and the customer's perceptions of the product and service being provided to maximize customer retention;

• ensures job quality meets customer expectations in terms of appearance and horticulture standards;

• conducts follow-up on all customer contact, complaints, or meetings;

• suggests proposals to field operations staff in a complete and professional manner;

• conducts follow-up on bids and offers value solutions to customers;

• ensures enhancements proposals are approved as needed prior to being presented to the customer;

• responds to all inquiries and requests for bid in a timely manner;

• assists in measuring properties and supporting the contract renewal process;

• maintains tracking of all enhancements proposals in progress and timely follow-up to maximize approval;

• aggressively pursues all proposals in progress;

• develops long-term life-cycle property management plans to meet customers projected needs and enhance overall quality of service;

• supports the sales pipeline;

• remains abreast of industry trends;

• presents benchmarking data and state-of-the-art practices;

• develops new business contacts;

• tracks competitors’ pricing and infrastructure;

• tracks all proposals, contacts, and leads;

• supports the marketing program, procedures, and training;

• prepares reports and makes formal presentations to executives, staff, and clients;

• uses Microsoft Office Suite and standard office equipment; and

• provides excellent service (e.g., accurate, complete, and timely) to clients, work-site partners, and company staff in a courteous and efficient manner.

COMPETENCIES

• Results Oriented: Maintains focus on outcomes; is proactive and goal oriented; concentrates on meeting objectives, delivering to the required time, cost, and quality; holds performance as more important than process; sets specific, measurable goals, and takes efficient action to accomplish success.

• Business Acumen: Demonstrates operational, conceptual, and financial proficiency with landscape industry topics; generates proposals that achieve gross profit goals; increases revenue, leverages resources, and ensures company success and growth.

• Administrative Efficiency: Demonstrates highly efficient time management skills; adept at multi-tasking to accomplish goals; maintains files, documents, and paperwork in a well-organized, current, and easily retrievable manner; applies support systems to ensure efficiency.

• Decision Quality: Consistently makes effective, timely, and sound decisions; solicits information from multiple sources prior to making a judgment; addresses goals, resources, and intangibles; considers implications and contingency plans associated with all decisions.

• Negotiating: Works with others to achieve satisfactory conclusions; focuses on compromise rather than concession to settle a demand; uses reason rather than emotion to achieve desirable consequences; is diplomatic; preserves trust with all parties.

• Customer Service: Consistently exceeds customer expectations; keeps customers well-informed, listens to them attentively, and addresses their concerns; enacts a personal approach to customer service.

• Interpersonal Skills: Treats others with respect, collaboration, and support in such a way that work relationships are improved and morale is increased; is approachable; has effective communication skills.

EDUCATION/EXPERIENCE

An example of the preferred education, training, and/or experience that demonstrates possession of the knowledge, skills, and competencies for this position includes: at least three (3) years of professional customer service, customer relations, and business experience similar to that presented above.

ESSENTIAL PHYSICAL CHARACTERISTICS

The physical characteristics described here are representative of those that must be met by an employee to successfully perform the functions required by this job classification. Reasonable accommodation may be made to enable an individual with qualified disabilities to perform the functions of this job classification, on a case-by-case basis.

Frequently: sit, time spent on the telephone, repetitive use of hands to operate computers, printers, and office equipment; stand, walk, or crouch on narrow and/or slippery surfaces; stoop, kneel, bend to pick up or move objects; walk for long distances and on sloped ground and uneven surfaces; move, lift, and carry objects weighing up to 50 pounds; normal manual dexterity and hand-eye coordination; corrected hearing and vision to normal range.

SPECIAL NOTES, LICENSES AND CERTIFICATIONS

Pre-employment: Incumbents must sign the Confidentiality, Non-disclosure, and Non-solicitation Agreement prior to their first day on the job.

License: A valid class C driver’s license, which must be maintained throughout employment in this job classification, is required at the time of appointment.

Language: English communication skills are required of this job classification.

Certifications: No certifications are required of this job classification.

Working Conditions: Work is predominately conducted outdoors with exposure to varying temperatures, weather conditions, noise levels, dust, pesticides, herbicides, grease, oils, dust, fumes, and electrical currents. Work is also conducted in an office environment with associated noise, space, and computer screen exposure.

Background Investigation: Incumbents must have a reputation for honesty and trustworthiness. Misdemeanor and/or felony convictions may be disqualifying depending on type, number, severity, and recency. Prior to appointment, candidates may be subject to a background investigation and/or drug test.

Introductory Period: Incumbents appointed to this job classification serve an introductory period of three months.

KEY PERFORMANCE INDICATORS

The Key Performance Indicators for this position will be specified at the time of appointment.