Customer Coordinator

This role is primarily about three things:

1. Giving our customers a great experience when they contact us.
2. Helping our internal team function efficiently by tracking data, facilitating check in meetings and documenting important notes.
3. Keeping track of where our crews are working so that last-minute requests and changes can be accommodated throughout the day.

Giving our customers a great experience when they contact us:

• We receive between 10-50 calls per day, depending on the season. April-June and August-October are our busier seasons. You will be answering the phone and responding to emails from customers. This is a shared responsibility with other team members.
• In this capacity, you will be the first point of contact for most customers, so creating a warm and professional impression is key.
• Whether resolving a concern, answering questions, or scheduling services, your goal is to leave every customer feeling valued and cared for.
• Excellent communication, patience, and problem-solving skills are essential.

Helping our internal team function efficiently by tracking data, facilitating check-in meetings and documenting important notes.

• Our goal is to become the most operationally efficient landscaping company in the area. We need your help to meet this goal by tracking important data points.
• We would ask you to sit in on check in meetings to take notes and organize the information shared in our systems.
• We will ask you to pull reports and help maintain data that will give us key insights into the performance of the company.

Keeping track of where our crews are working:

• Each day, you’ll coordinate with crew leaders and our scheduling team to stay updated on their locations and availability. Efficiency is key to profitability in our industry and we are seeking someone who can be a central point of contact, holding many moving pieces together. 
• This ensures you can adapt quickly to last-minute customer requests, reschedule jobs due to weather, or handle unexpected changes.
• You’ll use tools like Quartix, a GPS tracker for our trucks, to manage updates and communicate changes effectively and Service Autopilot, our CRM and scheduling software.
• Your ability to stay organized and anticipate needs will help everything run smoothly, even on our busiest days.

What You’ll Need to Succeed in This Role:

• A knack for making people feel heard and appreciated.
• The preference to work in always changing circumstances rather than predictable, repetitiveness.
• The confidence to suggest additional services without being overly aggressive.
• Ability to handle multiple tasks in a fast-paced environment while maintaining attention to detail.
• Familiarity with basic office software and a willingness to learn new tools.
• A commitment to our core values of Integrity, Family, Professionalism, and Agility.
• Previous experience in a customer service, or administrative role is preferred but not required.
• The emotional maturity to be able to not take things personally and continue to serve customers well even when they are not kind.
• The desire to build rapport with customers by taking an interest in their lives, their concerns and their property.