Client Relationship Specialist
2 weeks ago
COMPANY OVERVIEW:
Who We Are
At TurfNet, we recognize that delivering exceptional services to our clients is just one aspect of what defines a remarkable organization.
We not only provide top-notch commercial landscape solutions but also prioritize building outstanding relationships with our clients.
These connections enrich the customer experience as we integrate ourselves as a trusted partner in their endeavors.As a member of the Aspen Grove Landscape Companies, we combine the expertise and personal touch of a local business with the extensive resources of a national entity.
Our goal is to alleviate the challenges of landscape management and exceed your expectations to earn your trust.
Our commitment to excellence is evidenced by TurfNet being recognized as a leader in the industry, consistently earning accolades for our services.
Utilizing cutting-edge technology, state-of-the-art equipment, and comprehensive training for our team ensures that our clients receive both exceptional landscape services and unparalleled customer support.
We offer a complete suite of horticultural services, including turf maintenance, weed management, fertilization, soil enhancement, shrub and groundcover care, small tree pruning, seasonal color planting, and tree care through our dedicated division.
Our Mission
Our mission is to uphold the highest standards of safety and quality while providing premier landscape care and management to our clients.
Quality – We strive to understand and meet the needs and expectations of our clients and staff, consistently delivering services that not only satisfy but exceed those expectations.
We foster a culture of integrity and continuous improvement, empowering our employees to achieve their personal and professional aspirations.
Communication – We prioritize nurturing long-term relationships with our clients, delivering services with honesty, loyalty, and a strong work ethic.
JOB OVERVIEW
This role is pivotal in cultivating and sustaining successful partnerships with clients, focusing on renewal, retention, growth, and profitability.
Client Relationship Specialists collaborate closely with production teams to ensure that projects are executed safely, efficiently, and in alignment with the company's quality standards.
They assess the effectiveness of Service Level Agreements, quality metrics, and financial performance within their accounts. This position serves as the primary liaison for assigned clients and reports directly to the Branch Manager.ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
Maintain strong relationships and direct communication with all levels of client organizations to ensure service quality and expectations are consistently met.
Act as the primary escalation point for client concerns, proactively assisting in resolving issues with customer service as necessary.
Conduct regular business reviews with clients to evaluate expectations (to be documented) and assess each maintenance team's performance, incorporating goals related to quality, maintenance functions, and personnel development.
Oversee the implementation of approved work orders (Irrigation, Mulch, Turf Care, and Seasonal Color).
Collaborate with business development teams to achieve branch sales objectives through referrals and generate sales opportunities within client portfolios.
Ensure familiarity with each job's specifications, ensuring that a robust communication plan is in place and executed successfully.
Provide client feedback to the Operations Team in a manner that enables effective change and corrective action.
Partner with Project Management to organize and implement client requests and operational procedures on-site, scheduling regular meetings with Supervisors & Team members to communicate plans and ensure timely billing.
KPI'S:
Portfolio retention of 90% or greater
Management capacity of $1.5M or better
Active communication plans shared with the production team
Positive scores on client satisfaction surveys
Enhancement revenue at a minimum of 30% of portfolio
Consistent lead generation and referral business to the sales team
Positive collaboration with production staff
Enhancement and Contract sales meeting or exceeding individual goals set by the client manager and branch manager.
SKILLS & ABILITIES QUALIFICATIONS:
Must be able to travel to and from the company office and client locations, with the ability to attend after-hours events when necessary (board meetings, networking events).
Must demonstrate excellent accountability, as this position has the authority to initiate actions and make decisions within established guidelines with regular managerial oversight.
Must exhibit sound judgment, as the incumbent's decisions directly impact operating costs and indirectly influence client retention and future contract awards.
Must possess strong interpersonal and conflict resolution skills, with the ability to negotiate effectively.
Exceptional oral and written communication skills are required, along with proficiency in business writing.
Must maintain confidentiality as appropriate.
Must consistently represent the company in a positive and professional manner.
Highly organized with excellent follow-up abilities.
Strong computer skills are essential.
A sense of accountability, goal-oriented mindset, and pride in one's work; commitment to quality and continuous improvement.
Strong problem-solving and multitasking abilities, with attention to detail.
Basic planning, organizing, and problem-solving skills are necessary.
Must be adaptable to change.
Travel may be required up to 50%.
A valid state driver's license and a reasonably clean driving record are necessary.
PHYSICAL REQUIREMENTS:
Key:
Rarely = less than 10%
Occasionally = up to 33%
Frequently = up to 66%
Continuously = 67% to 100%
Rarely:
Crawling, climbing on/off truck, climbing poles, gripping, color vision, pushing, pulling, climbing ladders, balancing, lifting up to 50lbs.
Occasionally:
Kneeling, squatting, sense of touch, manual dexterity, reaching, range of motion, lifting, carrying, lifting over 10lbs to 50lbs.
Frequently:
Standing, walking, stooping, climbing stairs.
Continuously:
Sitting, body twisting, speaking clearly, seeing distant, seeing, reading, hearing – speech range, depth perception, lifting up to 10lbs.
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