Acres Group

Landscape Maintenance Customer Service Manager-Chicago Region

Location US-IL-Plainfield
Posted Date 1 month ago(2/16/2018 1:51 PM)
Job ID
# Positions
Experience (Years)


Landscape Maintenance Customer Service  & Production Manager (CHICAGO REGION)



The Maintenance Customer Service Manager is a cross-department position within the maintenance sales & production management departments.  The Maintenance Customer Service Manager reports to the Regional Account Manager in their respective facility. The main focus of the position is to partner with the Regional Account Manager and Senior Production Manager to effectively combine the responsibilities of portfolio management and maintenance production management. The goal in combining these two departments is the seamless management of targeted properties that would benefit from a single point of contact within both departments.


The major objectives of this position are to maintain Acres' positive image in the industry through professional communication and interaction with clients, vendors, fellow employees, etc; meet or exceed established sales and profitability goals; monitor job costs & revenue per hour on assigned sales portfolio; manage multiple maintenance and enhancement crews, provide leadership, training, quality control, and support, while maintaining effective teamwork and customer service.



  • Profitable achievement of lawn and snow contract sales goals and contract renewal goals.
  • Profitable achievement of landscape enhancement and snow extras sales goals.
  • Satisfied clients & staff
  • Effective & efficient staff & equipment
  • Profitable & safe operations
  • Quality work
  • Effective SOP's



    • 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.
    • Achieve or exceed targeted level of contract renewals
    • Sell target goal of maintenance enhancements.
    • Sell target goal of snow extras.
    • 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.
    • Conduct property walks on a timely basis and follow through with proposals and billing as necessary to maintain the appearance of each property, satisfy customer expectations, and reach budgeted sales and "enhancement" goals.
    • Identify opportunities, in addition to formal property walks, to submit proposals for plant replacements, flowers, insect/disease spraying, property upgrades and other "enhancement" work.
    • Maintain accurate and detailed records of customer communications and activity on accounts. Follow through with accurate paperwork daily as directed by your manager. It is essential that customer information, documentation, and communication be placed in AXAPTA CRM.
    • Communicate with clients as required following the Acres communication plan by utilizing pictures, work updates, and proposals.
    • Execute billing within the specified timelines and maintain accounts receivable within established allowable limits. Resolve collection problems on accounts in your portfolio. Prepare in advance for monthly statement reviews. Be prepared to collect all A/R within 45 days after end of fiscal year.
    • Assist with any customer transitions as assigned by your Regional Account Manager. Be ready and willing to temporarily or permanently manage accounts as necessary and meet all customer and sales goals as assigned by your Regional Account Manager.
    • Follow through with accurate paperwork as required. Assure that internal Acres Group staff has all the necessary information from you regarding all sales to effectively produce the work, satisfy the customer and meet profitability goals. This includes Modeco time records, daily yard logs, billing documentation, work orders, weekly and/or monthly property reports, labor reports, job cost reviews and other documents that are required.
    • 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 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.
    • Assist with property inspections and quality control procedures.
    • Assist with meeting last minute customer requests that may conflict with pre-scheduled items
    • Assist with relationship development with potential new clients.
    • Monitor job hours estimated vs. actual on a monthly basis and make adjustments as necessary in order to meet established goals. Assure that all jobs (contracted and enhancement work) are completed with quality results and properties are maintained at or below the budgeted hours/RPH.
    • Ensure overall quality of the work done on each property under your direction including attending to the details through property walks, site inspections with site foreman and/or property managing agents/board members.
    • Motivate and supervise a diversified group of maintenance foremen and crews on a daily basis.
    • Train crews and ensure their safety. Continually work toward the development of future leadmen and foremen.
    • Inspect/monitor each property and contract to ensure the proper amount of service is given to each account in order to facilitate contract renewal and customer satisfaction.  Walk sites with foremen to facilitate this process.
    • Follow the established goals and deadlines received from all service requests as appropriate.
    • Ensure overall safety of your crews implementing all company safety policies and procedures, i.e., the heat alert process. Ensure daily stretching and huddles are effectively done by the foremen/crew. Conduct monthly tailgate safety talks and in field safety inspections. Prepare attending crew member(s) for the monthly safety committee meetings and effectively participate in the meeting.  Assist in the development and continuous improvement of our Company safety program.
    • Handle customer complaints with tact and promptly resolve them in order to ensure constant customer satisfaction and to facilitate contract renewal. Use discretion, as this may need the involvement of RAM or Facility VP.
    • Complete all service requests within appropriate time frames and communicate result/completion to internal staff and/or client as appropriate.
    • Utilize Company GPS system to monitor crews, maximize their efficiency and minimize expense.
    • Participate in weekly sales and production meetings, providing pertinent operation information, training and support, and provide an avenue for all staff managers to become involved in the quality improvement process through constructive feedback. Utilize and execute Acres landscape enhancement follow-up schedule for all maintenance/"extras" proposals generated.
    • Provide pertinent information and communicate priorities to the Chemical manager to facilitate appropriate scheduling of work and address quality issues as they arise, i.e., maps, service and garbage days, special requests (such as houses to skip) etc.
    • Enforce all Acres’ policies and procedures in the Company handbook relative to uniform usage, alcohol issues, safety, etc. Discipline crews as necessary in conjunction with the human resources department.
    • Conduct performance appraisals and set goals for field staff including foremen, drivers, leadmen and laborers assuring their timely and adequate completion.
    • Plan weekly and daily activities in advance to ensure appropriate crew coverage under all weather conditions and develop a contingency plan in order to make adjustments in a timely fashion.
    • Work closely with the service manager for maintenance and upkeep of all divisional vehicles and equipment.
    • Maintain and be responsible for accurate monthly inventories as well as seasonal inventory in conjunction with the fleet manager.
    • Conduct monthly truck/trailer inspections and conduct spot checks both in the yard and in the field to assure equipment is adequately cared for and utilized as distributed. Check and ensure the cleanliness of trucks and equipment.
    • Actively participate in snow program planning and the snow readiness process, including snow meetings for Acres employees and subs, worker training and certifications, processing snow billing, responding to post storm service calls and scheduling clean up
    • Assist in the development of standard operation procedures utilizing a rolling calendar as a tool for constructive feedback and continuous improvement of the S.O.P.
    • Identify problem areas. Make suggestions and assist in implementing solutions in conjunction with the Regional Account Manager, Senior Production Manager, and Facility VP. Our goal is to identify and solve problems before the client is aware of their existence.
    • Communicate effectively with customers and Acres' maintenance production staff to ensure quality work is performed to the satisfaction of the client.
    • Establish and maintain a professional working relationship with the property managers including sustaining regularly scheduled contact and communication with them. Said relationship must also be established with board members on multi-tenant properties.
    • Attend all applicable meetings which may include board meetings for sales presentations and reconciliation of complaints, association and trade organization meetings for networking purposes, etc.
    • Assist in projecting annual sales goals and budget figures. Contribute to in-house meetings and brainstorming sessions.
    • Assist your manager, and follow through on assignments set by him/her.
    • Attend Acres supported workshops, seminars, and obtain certifications as advised by your Regional Account Manager.
    • Establish a good working relationship with your manager and co-workers, and keep your manager informed of progress and problems on the job.
    • Proactively anticipate problems and suggest solutions in order to avoid client & staff complaints.
    • Actively participate in decision making in the department and work to continually improve its operation.



    • Excellent interpersonal and communication skills, both verbal and written, with a strong customer orientation. Bilingual English Spanish is a plus
    • Creative problem solver, independent, with good judgment.
    • Ability to work effectively under pressure.
    • Ability to effectively coordinate and complete numerous activities simultaneously, possibly under changing weather conditions with limited resources.
    • Bachelor's degree in horticulture or related field with some design exposure preferred.
    • Commitment to company values.





  • At least 3-5 years combined experience within supervisory, management, and/or customer service experience including the proven abilities to develop and work within a budget, and analyze and interpret job cost reports.
  • Computer proficiency.
  • Landscape maintenance field experience including the ability to operate all equipment used by the maintenance crews.
  • Proven knowledge of snow removal operations and equipment.
  • The capacity to drive to all work sites and conduct daily tours and visual inspections of work performed and in progress. The work sites include areas yet to be graded, seeded or sodded, areas with varying turf heights and textures, all sizes and shapes of shrubbery, bushes, flower beds, etc.
  • Must work well in a team environment.
  • Annual Salary up to $65,000 depending on experience.



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