Director of Customer Service

Director of Customer Service-

Who we are

Unlimited Lawn Care is one of the largest and fastest growing privately owned lawncare companies in the United States.

Our journey began in 1993 with a simple mission: to transform ordinary lawns into vibrant, healthy, and lush landscapes that homeowners can be proud of. Over the years, we have grown and adapted, but our commitment to “World Class Service” excellence remained steadfast.

What we need

We are seeking a highly skilled Director of Customer Service to lead and manage our customer service team. The ideal candidate will have exceptional communication skills, a passion for customer satisfaction, and a proven track record of success in a customer service leadership role.

Position overview

The Director of Customer Service is a senior leadership role responsible for overseeing the overall customer service strategy. This individual will lead a team of customer service professionals, ensuring the delivery of exceptional service experiences for customers, managing the customer service function, and driving continuous improvement. The Director will collaborate with other departments to ensure customer satisfaction is a top priority across the organization.

Responsibilities

· Develop and implement customer service policies and procedures

· Lead and motivate the customer service team

· Establish and track key performance indicators (KPIs) for customer service metrics.

· Provide weekly performance report to the Executive team

· Ensure all customer inquiries and complaints are addressed promptly and effectively

· Monitor customer service performance metrics and implement improvements as needed

· Identify training needs and develop training programs for the customer service team

· Work closely with other departments to ensure a seamless customer experience

· Stay up to date with industry trends and best practices in customer service

· Must be able to travel to all 8 branch offices, at least once a month

Required Experience

· Bachelor's degree in business administration or related field

· Minimum 7 years of customer service experience with at least 3-5 years in a leadership role

· Proven experience as a Customer Service Director or similar managerial position

· Experience in the Lawncare industry or BTC preferred.

· Excellent communication and interpersonal skills

· Proven ability to lead and motivate a team

· Strong analytical and problem-solving skills

· Ability to handle stressful situations and resolve conflicts

· Experience with customer service software and technology

Knowledge, Skills, and Abilities

· Strong leadership and people management skills with a proven ability to inspire and lead teams.

· Excellent communication, interpersonal, and conflict resolution skills.

· Must be able to communicate well through Zoom

· Experience with customer service software (CRM systems, ticketing, call center tools, etc.).

· Possess a solid foundation in data management, interpretation, and decision-making for customer service

· Data-driven mindset with the ability to analyze customer metrics and translate insights into actionable improvements.

· Knowledge of customer service best practices and industry trends.

· Ability to manage multiple priorities and work in a fast-paced environment.

Working Conditions

· Full-time M-F 9:00a-6:00p, with occasional flexibility for remote work.

· Occasional travel for leadership meetings, training, and industry events may be required.

· Ability to work in a fast-paced environment and manage stress effectively.

Benefits Include:

· Dental Insurance

· Vision Insurance

· Health Insurance

· Health savings account

· Life Insurance

· On-the-job training

· Employee discount

· Paid time off (Holidays, Vacation and Sick days)

Pay ranges for this job title may differ based on location, responsibilities, skills, experience, and other requirements of the role.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Type: Full-time

Pay: $85,000.00 - $125,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• No nights
• Weekends as needed

Experience:

• Microsoft Office: 3 years (Preferred)
• Customer service: 2 years (Preferred)

Ability to Relocate:

• Marietta, GA 30075: Relocate before starting work (Required)

Work Location: In person

Salary : $85,000 - $125,000