Office Administrator/Software scheduling administrator

Customer Care Coordinator/Office Administrator

Description

The role of the Customer Care Coordinator/Office Administrator is to act as a liaison between the office, Account manager and the customer in order to achieve the highest level of customer satisfaction. The main goal of this position is to develop strong positive relationships with our customers based upon clear and frequent communication, mutual trust, and ability to meet the customer needs.

Responsibilities

Customer Service

• Handle all inbound calls, responds to emails and surveys from customers.
• Handles daily coordination/input of our daily, weekly, monthly, yearly scheduling software.
• Responds to all inquiries and requests for estimates by getting all the required information to the Maintenance Manager in a timely manner.
• Ensure all leads and customer communication is entered into CRM
• Schedule and confirm appointments for estimates and customer meetings.
• Handles Contract service renewal including scheduling and billing
• Ensures all estimates and contracts are prepared accurately and approved as needed prior to presenting to customer.
• Prepares and presents estimates and contracts in a complete and professional manner, according to company standards.
• Follow-up on estimated and offers solutions to customers in a timely manner.
• Evaluates customer/properties needs and prepares contract renewals.
• Maintains records and tracking of all estimates and contracts in progress and timely follows-up to maximize sales opportunities.
• Updates and maintains customer database with accurate customer information and timely data entry.
• Upsells services to existing customers based on customer needs.
• Reaches out to customers to offer/schedule past seasonal out of contract services such as clean-ups and aeration & seeding.
• Provides resolution and timely follow-up with the customers including setting up a site visit if necessary.
• May perform outbound calls to internal and external customers to schedule appointments and/or service calls.
• Frequent, effective, professional, and timely communication with customers. Provide feedback on customer relationships and the customer’s perceptions of the product and service being provided, to maximize customer retention.
• Contact current clients to inform them of schedule changes and/or upcoming services.
• Work in conjunction with and educate customers on services and practices to ensure the success of our programs.

Crew & Schedule Management with Maintenance Manager

• Accurately schedule out all contracted services for the contract year as well as equipment and vehicle maintenance. This includes mowing services, applications, clean-ups, irrigation opening & closings and palm tree wrapping & unwrapping.
• Communicate to appropriate parties any problem areas and work to find immediate resolution.
• Schedule and support crews to ensure services are delivered in a manner consistent with contract specifications and company standards. Including routing services, creating Job Planners, ordering material and marking properties as needed.
• Ensure daily schedule is accurate and routed correctly, including travel time, so the crews can complete their daily agenda.
• Reroute services as needed due to inclement weather or new clients. Keep crews informed of any changes.

Invoicing & Account Management

• Produce timely and accurate billing to customers.
• Keep accounts current by collecting customer payments on time.
• Is aware of billing and collection status on all customers. Advises on credits or collections and works with Office Manager and customer to get any collection issues resolved.
• Prepare and sends out renewal notices and thank you notes to current clients.

Office Duties

• Acquire and maintain a thorough knowledge of industry and trends in order to identify and act upon opportunities for bettering or expanding services.
• Provides feedback and offers recommendations regarding marketing strategies, materials, and opportunities.
• Prepares and executes marketing for seasonal services such as aeration & seeding.
• Execute tasks assigned by management in a timely manner to meet deadlines.

Job Type: Full-time

Pay: $21.00 - $24.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Application Question(s):

• What is your favorite restaurant?
• Do you have any pets?
• Why are you applying to this position?
• How do you function in a fast paced environment?

Experience:

• Office administration : 3 years (Required)
• Customer service: 3 years (Required)

License/Certification:

• Drivers (Required)

Ability to Commute:

• Virginia Beach, VA 23457 (Required)

Work Location: In person