Acres Group

Maintenance Customer Service Specialist

US-IL-Plainfield | US-IL-Plainfield
5 days ago
Job ID
2017-1465
# Positions
1
Category
Sales/Design - Maintenance Customer Service Specialist

Overview

Customer Service for Landscape Maintenance

 

The maintenance customer service specialist is a developmental position within the maintenance sales department that supports the account representatives. This role partners with the Account Representatives to meet or exceed customer expectations. Support provided by the maintenance service specialist should allow the account representatives to increase their efficiency and the amount of time spent on revenue producing functions as compared to research, administrative or other non-revenue producing functions.

 

An individualized training plan shall be established for each maintenance service specialist. The purpose of the training plan is to aid in continuous learning and personal development, to enhance the ability to take on increasingly larger account responsibility over time, and to facilitate promotion to the Account Representative position.

 

Responsibilities

 ESSENTIAL FUNCTIONS:

  • Maintain full responsibility for servicing a small portfolio of accounts. Portfolio management requires successful execution of the following:
  • Achieve target cost and revenue per hour for landscape and snow target jobs.
  • Maintain accounts receivable within targeted goal – be prepared for all statement reviews.
  • 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 deliver 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.
  • 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.
  • Property inspections and quality control procedures.
  • 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

 REQUISITE KNOWLEDGE, SKILLS, & ABILITIES:

  • Excellent interpersonal and communication skills, both verbal and written.
  • Bachelors/Associates Degree in Horticulture or reated field preferred or solid and stable experience in current role.
  • Strong customer service or sales experience.
  • Landscape or Horticulture experience.

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