03/02/2022
C&T Lawns is a locally owned landscaping company. We have been in business for almost 20 years, and provide services to both high end residential and commercial customers in our immediate area with lawn maintenance services, landscape design and installation, irrigation, hardscapes, fencing and holiday lighting installation and removal.
We are looking to add an experience customer service representative/scheduler/office assistant to our team. We are looking for the star of multitasking! Someone who is able to work under pressure in a fast-paced environment. We need someone that is able to keep up with our 400-500 customer base, manage their requests accordingly. Our office has a casual atmosphere but tends to be very hectic at times.
Main responsibilities of position:
Customer Service : Develop and maintain long-term relationships with customers. You will be the first point of contact for existing and new clients. In order to be successful at this responsibility you should be able to:
Manage a high volume of phones calls a day.
Record details of every call in our CRM system and update notes in appropriate places.
Maintain a clean system. Updating notes and deleting old ones.
Set up customer services (contracts and one-time services)
Keep our customers informed of any changes in schedules.
Lead and assist in the resolution of customer problems or concerns.
Identify and pursue opportunities to sell ancillary services.
Receive payments from customers.
Track and process documents for efficient billing
Work closely with sales representatives to send estimates to customers.
Scheduling : Develop and maintain a schedule to manage service delivery as outlined in service agreement. To be successful in this responsibility you should be able to:
Daily Schedules. Efficiency is key to scheduling. You must be able to recognize and create routes that keep our crews busy for the day, while saving driving time.
Avoid when possible, having two different crews in the same neighborhoods at the same time.
Manage last minute changes in scheduling and prioritize requests. At the end of the day, make necessary schedule changes to have crews help each other to finish their routes, or change services to the next day.
Our crews use tablets on the field to record times spent at properties, services completed, make notes or take pictures of items that may need attention on our customer’s properties. It will be your daily responsibility to review previous day incomplete jobs, review notes left by the crews and take appropriate actions on it, and fix any times wrongfully entered by our crews on the field.
Make sure to keep clean records of times. We monitor our crews with a GPS system as well as our CRM system. Those records must match. You will be responsible to audit these times.
Once or twice a year, audit and update average service times to be able to create accurate seasonal schedules.
Office Assistance: General office duties such as:
Answering phones and direct phone calls accordingly.
Handling incoming/outgoing mail
Order supplies
Put in the request to the city to mark properties when needed
Scanning
Filing
Track and process documents for efficient billing
Working with other colleagues to comprise quarterly update/marketing emails for all customers and facilitate their delivery
Other duties as assigned
Job Requirements:
High School diploma. Associate desired.
At least 3 years of experience as a successful customer service representative with proven success in problem resolution. We are looking for someone that can think quickly and independently while paying close attention to details.
Excellent communication skills are a must with both customers and office staff. Being well spoken, polite, grammatically correct and comfortable with both email correspondence and phone conversations is expected to be able to manage our clientele. Ability to work independently, communicate effectively and adequately answer questions from customer and other office staff.
Excellent computer skills. We use Google apps such as sheets, slides, docs, calendar, etc. as well as Microsoft Office and other websites and applications on daily basis. You must be able to navigate the internet efficiently, download applications, create letters and spreadsheets, use the cloud to find and store documents, etc. These are tasks that you must be able to accomplish without training. Training is available to navigate our customer service management system and other job specific applications.
Experience in the landscaping/green industry is highly desired.
Bi-lingual in English and Spanish is a definite plus.
Must be a fast learner, and use common sense when making decisions. Attention to details is a must. Don’t be afraid to ask questions or help.
Must be dependable in attendance and performance.
Must have and maintain high level of motivation, professional and friendly attitude and demeanor with other office staff.
This is a full-time position with occasional overtime
