ASI Landscape Management is an established & reputable Maintenance / Landscaping company seeking qualified, knowledgeable & hard-working Landscape Leaders to join our team. We have openings in our Maintenance Division. This is for someone seeking an opportunity to grow their career and is motivated to succeed and be a part of something bigger.
- Reports to Branch Manager
- Develops strong positive relationships with customer community based upon clear, proactive and frequent communication, mutual trust, and ability to meet the customer needs
- Addresses customer complaints, issues, and suggestions with field operations tea
- 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
- Demonstrate Leadership
- 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 all enhancements proposals are prepared and 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 record and 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
- Provides excellent service (e.g., accurate, complete, and timely) to clients, work-site partners, and company staff in a courteous and efficient manner.
- IMPORTANT/VITAL to work with Production Managers and/or Site Supervisors as a team. Create team environment.
- Hotlist, Punch list and Snag list are tools to be used to communicate from CRM to BM/PM. CRM will be responsible for to create these and distribute, organize and ensure items are completed to customers’ complete satisfaction.
- Job Folders for ancillary work sold we be completed by CRM and distributed to proper departments. They will include estimates, approvals, maps, photos, designs, manpower bid, etc.
- Orchestrate different divisions on your jobsites. Horticulture, Irrigation or Enhancement divisions.
- Through the use of Blue or Green sheets distributed to BM/Department Manager.
- Expected to work varying hours based on work load and portfolio mix.
- Open and/or close facility on assigned dates.
- Expected to attend all customer service events, marketing events and board meetings.
- Upward mobility within ASI from this position could be but not limited to Department Manager, Branch Manager, Business Developer, etc.
- Should be able to manage a portfolio of $1.5- $2 million in revenue.
- Need to have working knowledge of Outlook, LMN, LMN Time, Bamboo and Excel.
- Updating Client information in LMN
- Prepare all Client Budget Worksheets and letters and deliver to all clients before they close their upcoming budgets.
- Other tools expected to be completed daily, weekly- Customer Communication Log, Update LMN sales Pipelines, Hotlist/Snaglist.
- Collaborate on monthly Sales Roast Presentation Information.
- Update client Communication tree as needed monthly.
KNOWLEDGE, SKILLS, AND COMPETENCIES:
Knowledge Areas: principles, practices, and methods associated with customer service; landscape management (e.g., grounds maintenance, horticulture, irrigation systems); basic mathematics; contract administration; business trends within the landscape industry;; business ethics; personal accountability; Windows Operating System, and the Microsoft Office suite; business writing; business management (e.g., revenue, costs, gross margin); job quality standards; proposals, job quality, and enhancements; project/time management; and Company customer service objectives, norms, and strategies. LMN, LMN Time, QB, Outlook, PowerPoint and Bamboo.
Skills: communicate effectively in verbal, non-verbal, and written form; design, implement, and evaluate an entire customer service management program; persuade, influence, and negotiate with others; analyze data and interpret statistics correctly; work independently; be well organized to convey attention to detail; project management; build and maintain effective relationships with clients and corporate staff; conduct training and make formal client presentations; work with Windows and the Microsoft Office suite; earn prospective clients’ trust; attend walk-throughs and customer meetings; make effective presentations; provide excellent customer service by ensuring clients’ needs are fulfilled in an accurate, complete, and timely fashion by demonstrating courtesy, efficiency, and professionalism.
COMPETENCIES
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.
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.
Results Oriented: Maintains focus on outcomes; is proactive and accountable; concentrates on meeting objectives, delivering to the required time, cost and quality; holds performance as more important than process; takes efficient action to accomplish success.
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.
Job Quality: Understands the relationship between job quality and customer service, satisfaction, and retention; ensures landscape and horticulture quality standards are met for every job.
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: High School/GED diploma is preferred. Landscape Management Certificate is required. 2 year college degree preferred but not required.
EXPERIENCE: 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.
Frequent: sitting, time spent on the telephone, repetitive use of hands to operate computers, printers, and office equipment, standing, bending and stooping, twisting of waist side-to-side, turning and flexion of the neck, lifting and carrying objects weighing up to 50 pounds; occasional walking on uneven terrain for long distances.
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: Incumbents are required to possess a valid Class E driver’s license.
Language: English communication skills are required of this job classification, Spanish is a plus.
Working Conditions: Work is in an office environment with associated noise, space, and computer screen exposure. Some work is conducted outdoors with exposure to varying temperatures, weather conditions, humidity, and noise levels; exposure to dust, pesticides, herbicides, grease, oils, dust, fumes, and electrical currents.
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:
- Gross Margin Goals
- Customer Retention Goals
- Ancillary Sales/Revenue Goals exceeding $50,000 per month based on commission schedule.
- Contract Renewals
- Additional Key Performance Indicators for this position will be specified at the time of appointment.
COMPENSATION: Salaried / Exempt (+ Commission)
BENEFITS:
- Paid Time Off available after 90 days
- Paid Vacation
- Benefits available after 90 days (Health, Vision, Dental, AFLAC)
- Life Insurance paid for by ASI Landscape Management
