OBJECTIVES:
The main focus of the position is to partner with an assigned Account Manager to meet or exceed customer expectations and sales goals. Support provided by the Maintenance Customer Service & Sales Specialist should allow the Account Manager to increase their efficiency and the amount of time spent on revenue producing functions as compared to research, administrative, measurement or other non-revenue producing functions. The customer service specialist will also manage a small portfolio of accounts.
ESSENTIAL FUNCTIONS:
Maintain full responsibility for servicing a small portfolio of accounts. Portfolio management requires successful execution of the following:
Achieve target maintenance job cost and revenue per hour.
Achieve target snow job cost percentage and revenue per hour.
Maintain accounts receivable within targeted goal – be prepared for all statement reviews.
Invoice 100% maintenance billing no later than 48 working hours from the completion of work.
Invoice 90% of snow billing within 24 hours of the end of the storm; 100% within 48 hours of the end of the storm.
Provide general sales and customer service support as outlined by the Regional Account Manager; targeting Business Development initiatives in your facility, and especially on designated accounts. Service support may include but is not limited to the following:
Hand delivers and review proposals, weekly/monthly reports, etc. to increase our face-to-face customer contact and relationship development.
Provide face to face and telephone customer service support in the absence of and in conjunction with the Account Manager on items such as, providing resource information, answering questions, resolving problems, communicating expected and actual service completion dates, soliciting customer feedback, etc.
Design property upgrades/enhancements.
Ability to learn and implement how to trouble shoot and operate irrigation and lighting system.
Study and obtain a pesticide license, in order to apply minimal applications
Maintain and manage equipment files.
Assist in recruiting of new staff members.
Assist with measuring properties, estimating, bidding and writing of proposals especially on larger projects and for package selling.
Assist with property walks, board meeting representation, sales presentations and other related functions.
Assist with property inspections and quality control procedures.
Assist with meeting last minute customer requests that may conflict with pre-scheduled items for the Account Representatives.
Assist with relationship development with potential new clients.
Communicate effectively with customers and Acres’ maintenance production staff to ensure quality work is performed to the satisfaction of the client.
Establish a good working relationship with your manager and co-workers, and keep your manager informed of progress and problems on the job.
Maintain Acres’ positive image in the industry through professional communication and interaction with clients, vendors, fellow employees, etc.
Become actively involved in trade organizations for networking purposes to enhance sales potential.
Proactively anticipate problems, and suggest solutions in order to avoid customer complaints.
Actively participate in decision making in the department and work to continually improve its operation.
Participate in the snow removal program as required, including processing snow billing, responding to post storm service calls and scheduling clean up. Be available in extreme situations to take on front line snow responsibilities.
Qualifications and Education
Excellent interpersonal and communication skills, both verbal and written, with a strong customer orientation.
Commitment to company values.
Excellent driving record
Knowledge of plants and turf a plus
Able to work 50-60 hours per week
Good communication, leadership, planning, and organizing skills
Positive customer service attitude and work ethic.
Solid computer skills
Self-Motivated and able to handle a fast paced environment.
Job Type: Full-time
Salary: $22,900.00 to $38,200.00 /year
Experience:
- Bookkeeping: 1 year (Preferred)
- Customer Service: 1 year (Required)
Education:
- High school or equivalent (Required)
License:
- Drivers (Preferred)
Work authorization:
- United States (Required)
Additional Compensation:
- Tips
