Client Service Specialist

1 month ago

Sacramento, United States Bella Vista Landscape Inc Full time

Position Summary

The Client Service Specialist is responsible for supporting client relationships and facilitating internal team collaboration efforts.

Structure

Fulltime, non-exempt position. Reports to Anna Muriello.

Functional Roles and Responsibilities

Work Order Management

  • Respond to all work orders for all Sacramento accounts within 24 hours
  • Input work orders into proper management channel first thing in the morning
  • When needed, create comprehensive proposals for work orders with location, photos and any necessary details including but not limited to plant type, plant size, material type, warranty information, etc.
  • All proposals for work orders should be sent to clients within 24 hours of receiving field notes
  • Help prioritize work orders with Operations staff based on the route for that day and urgent items such as major irrigation breaks, downed limbs, etc.
  • Ensure work orders are being completed within specified time goal by following up with appropriate Field Supervisor, Crew Leader and/or Superintendent
  • Clear and continued communication with client with updates and confirmation of completion

Proposal Writing

  • Write proposals for all simple irrigation, planting and general enhancement requests from both the client and internal team
  • Use proper proposal writing protocols and:
  1. Exhibit a thorough understanding of the request
  2. Anticipate potential issues or additional items based on type of request or client preferences
  • Send proposals with a brief and thorough explanation of the proposal to client with a cc to manager [Anna Muriello] and Field Supervisor and Superintendent

Communication

  • Use professional language and proper grammar, spelling and sentence structure in all emails to the internal team and external clients
  • All client emails shall include a cc to manager [Anna Muriello]

End-to-End Client Meeting Management

  • Meeting scheduling and confirmation, calendar coordination with internal and external entities
  • Meeting agenda & packet preparation – agenda, supporting documents, all pending and recently completed proposals, zone maps, completed follow up items from previous landscape meeting(s)
  • Take comprehensive notes and photos during the meeting and note down all necessary details to create proposals and/or documents requested during the duration of the meeting
  • Post-meeting follow-up – update the packet, distribute to all necessary
  • Delegate and communicate follow-up action items internally and with external vendors
  • Close the loop on all pending items

Client Deliverable Development

  • Landscape management proposals
  • Presentation decks
  • Simple QuickBooks proposals
  • Property service/operations maps
  • Digitizing irrigation maps
  • Newsletters
  • Maintenance and irrigation schedules
  • Construction project request packages
  • Plant palettes

Marketing & Client Relations

  • Industry membership management
  • Coordination and registration of industry events
  • Support of development and execution of educational programming
  • Development and execution of client relations events
  • Social media contribution (in conjunction with Kimberly Daga)
  • Giveaway inventory management in Sacramento office
  • Coordinate with Anna Muriello & Kimberly Daga on overall Marketing Strategy

Punch List Development

  • Complete a physical walking inspection of each property serviced at least two times per month
  • Email clients indicating walk date and general time frame
  • Complete punch list in app for each property walked
  • Include two weeks of services based on walk schedule
  • Simultaneously input enhancement suggestions into the proper channel while onsite
  • For all proposed enhancements, include plant counts, specific varieties, and hours (all pertinent information to complete proposal)
  • Save punch list in Shared Client Folder
  • Email punch list to the Maintenance Superintendent, appropriate Maintenance Supervisor, and assigned Management Support Contact [Anna Muriello]
  • Print all punch lists for review with crew leaders
  • Review weekly punch lists with each crew leader and appropriate Maintenance Supervisor
  • After a property tour/punch list is completed, a follow-up email shall be sent confirming the tour was held, the punch list was created and saved in the Shared Client Folder, proposals will be sent for items found [if applicable], and any other pertinent information the client needs to know. Include quadrant map as attachment

Office Administration

  • Ordering, management and organization of supplies for Sacramento office
  • Assist in facilities management for Sacramento office
  • Plant/material ordering, procurement & organization

Success Behaviors

  • Takes initiative to improve performance
  • Takes accountability for every level of their role
  • Practices resourcefulness daily
  • Offers creative solutions
  • Proactive time management
  • Developed personal organization practices
  • Has a positive attitude
  • Collaborative team player

Physical Requirements

The physical demands described here must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee is required to:

  • Regularly sit, type, and use the computer and mouse for prolonged periods
  • Occasionally lift and/or move up to sixty (60) pounds
  • Regularly operate a vehicle to travel to and from work locations
  • Maintain a valid driver’s license

Metrics for Success

  • Attendance of weekly preparation meeting, take thorough notes that illustrate expectations and priorities for the week, send email summary of discussed action items
  • Timely and accurate completion of assigned tasks free of errors and omissions
  • Complete, thorough and clear communication with internal team members and external parties, always include manager [Anna Muriello]
  • Completion of weekly update summary sent to manager [Anna Muriello] by Friday at 3:00 pm
  • Attendance of all required team and client meetings, diligent note-taking and information gathering during meetings, development of summary of discussed follow-up and action items to be sent to all attendees
  • Consistent learning of industry practices exhibited through identifying plants, irrigation issues and need-to-have enhancements onsite

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