Customer Service Representative

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Position Overview

Customer Service Specialist

The Customer Service Representative (CSR) serves as the primary point of contact for clients while providing enhanced administrative and sales support. This role expands to include structured Sales Department support, material sourcing, contract coordination, payment tracking, and sales documentation management. The CSR plays a key role in delivering a seamless customer experience while supporting internal sales and operations workflows.

Department: Landscape Install
Reports To: Director of Landscape Development
Employment Type: Full-Time

Scope of Responsibilities

Customer Interaction & Relationship Management

Serve as the primary point of contact for customers via phone, email, mail, and in person.
Provide detailed information about landscaping services, maintenance plans, scheduling, and expectations.
Handle complaints and resolve customer concerns in a timely, empathetic, and effective manner.
Conduct customer satisfaction follow-ups after service completion.

Scheduling & Coordination

Schedule material deliveries and follow-up calls.
Coordinate with landscaping project managers to ensure timely delivery of materials.
Communicate schedule changes or delays to project managers and customers proactively.

Sales Support & Upselling

Assist customers in understanding appropriate services and service packages.
Identify opportunities to upsell additional services (seasonal clean-ups, irrigation maintenance, horticultural spray, etc.).
Support the sales team with lead qualification, service agreements, client onboarding and offboarding, contract management, and account updates.
Assist with plant and material procurement.
Assist project managers with line locate coordination.
Oversee organization of files, folders, contracts, payments, and project status documentation as needed.

Record-Keeping & Documentation

Maintain accurate customer records in CRM systems and QuickBooks Online.
Log all leads, service calls, complaints, and special requests.
Prepare service reports and updates for internal meetings.
Assist with employee incentive program administration, including data gathering, eligibility tracking, and communication.
Complete company credit card expense reporting.

Internal Team Collaboration

Liaise between customers, field crews, project managers, and administrative teams to ensure clarity and alignment.
Attend departmental meetings and provide customer feedback to support continuous improvement.
Identify recurring customer concerns or trends and share insights with leadership.

Quality Assurance & Follow-Up

Track material deliveries and verify quality through project manager feedback, photos, or reports.
Assist in managing plant warranties as needed.
Support seasonal outreach campaigns (spring prep, fall clean-ups, etc.).

Administrative Support

Perform clerical duties including filing, scanning, copying, and mailing.
Maintain organized customer, project, and office records.
Order and maintain office supplies and administrative inventory.
Support accounting functions and Giving Fund account management.

Sales Department Responsibilities

Project Folder Creation & Management

Create and maintain physical and digital project folders for all new sales leads and awarded jobs.
Follow established naming conventions and folder structures.
Ensure all required subfolders are included (proposals, photos, invoices, contracts, correspondence, etc.).
Upload and file all initial documentation provided by the Sales team.

Sourcing & Purchasing Materials

Landscape Plant Materials

Source availability and pricing from approved nurseries and growers.
Evaluate options based on cost, quality, and delivery timing.
Secure purchase orders and coordinate delivery or pickup schedules.

Hardscape Materials

Source stone, pavers, gravel, edging, and related materials.
Confirm availability, pricing, and vendor lead times.
Complete purchasing and coordinate logistics with project managers and installers.

Payment Collection & Tracking

Track and collect client deposits, progress payments, and final invoice payments.
Send payment reminders, receipts, and confirmations.
Update job records and notify the Sales team upon receipt of payments.

Contract Review & Compliance Support

Review incoming sales contracts for completeness and accuracy.
Prepare and maintain required supporting documentation, including: W-9 forms, Certificates of Insurance (COI), References, Any additional required compliance documents
Notify the Sales team of missing information or discrepancies.

Sales Tracking & Lead Management

Maintain and update all sales tracking sheets and systems.
Move leads and jobs into appropriate stages (new lead, active client, completed, etc.).
Update job totals, cost information, and estimated margins as provided.
Track the status of each lead to ensure accurate and timely reporting.

Communication Assistance

Client Communication

Assist Sales with sending proposals, contracts, invoices, and related documentation.
Support scheduling and follow-up communications.
Respond to basic client inquiries as needed.
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Subcontractor Communication

Request quotes, availability, scheduling details, and required documentation.
Maintain organized records of subcontractor communications.

Required Skills & Qualifications

Excellent written and verbal communication skills.
Strong organizational, time management, and multitasking abilities.
Proficiency in QuickBooks Online, Excel, and Google Workspace.
Customer service experience (landscaping or construction industry preferred).
Ability to remain professional and calm under pressure.
Flexible, adaptable, and solutions-oriented in a fast-paced environment.
Strong attention to detail and follow-through.
Collaborative team player with the ability to work cross-functionally.