We are – an industry-leading Bay Area commercial landscaping company that has been challenging the status quo in the green industry since 1989. We are searching for new team members who welcome the challenge of supporting an ever-growing dynamic landscape services business. We’re specifically looking for individuals who have a passion for supporting high performance management teams, as they deliver best-in-class services to our discerning clientele and industry partners. As a key member of the service team, the CSD will help us execute client success strategies through constant collaboration with internal and external stakeholders to deliver consistently excellent service experiences. The ideal candidate has a strong bias for communication, organization and analytical thinking. They should have a demonstrated track record of identifying issues that lead to poor client experiences and working with a team of service professionals to implement practical solutions that improve the client’s experience. To succeed in this role, the candidate must have excellent written and oral communication skills (bilingual in Spanish/English) in addition to a natural sense of urgency for delivering services that meet or exceed client expectations.
Objectives of this role
Co-own the relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
Establish and maintain yourself as a go-to resource for our property management partners to help ensure the continued value of our products and services
Implement and maintain client-success best practices, as well as client-support content, with help from the branch and senior management team
Communicate effectively with internal managers and external property management partners to completely understand the client’s needs, maximize client retention, and help drive client growth
Maintain and Report on existing customer-success metrics and data regularly as directed
Responsibilities
Serve as the day-to-day dispatch contact for service branch accounts, building trust and identifying areas of opportunity, highlighting best practices, and documenting failures.
Review and understand the customer journey, determine gaps or areas of opportunity, and use a consultative approach to facilitate improved client communication and timely service team execution.
Facilitate interaction and workflow between internal managers, maintenance crews and third-party service providers.
Collaborate, problem-solve, and strategize with the branch management team on upcoming client meetings, site evaluations and new business opportunities
Prepare and update documentation of services (including photos and videos) for clients as part of processing field service work orders and proposal related client requests
Required skills and qualifications
High school diploma or equivalent required
2 years of service company experience in client support dispatch, client communications, account management, or customer service
Excellent verbal and written communication and comprehension, strategic thinking, and a strong bias for client satisfaction
Thrives in an environment where processes are in place and desires to participate in constant improvement of those processes
Ability to work effectively across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities based on needs
Preferred skills and qualifications
Associates Degree or higher education
Experience using a CRM platform, Advanced user of Outlook and Office
Experience in analyzing data and producing reports and spreadsheets
Bi-lingual fluency in English and Spanish
Commercial landscape company experience
