Customer Service Manager

Customer Service Manager

Summary: The Customer Service Manager leads the daily performance and accountability of Green Summit’s Account Management Team, ensuring exceptional customer service, strong client relationships, and consistent growth in irrigation and enhancement sales. This role provides hands‑on leadership through coaching, communication, training, and performance management to help Account Managers meet company goals and deliver a high level of service.

Reports to: Director of Sales

• Lead and Develop the Account Management Team
  . Provide coaching, mentoring, performance feedback, and accountability to ensure high levels of service and execution. Establish clear expectations and support team members in achieving individual and departmental goals.
• Deliver Unmatched Customer Experience
  . Ensure exceptional customer service and relationship management across all contracted maintenance accounts. Support Account Managers with client communication, issue resolution, and escalated customer concerns.
• Drive Irrigation, Enhancement, and Retention Performance
  . Reinforcing a sales‑focused mindset and monitoring team activity and results. Coach team members to identify sales opportunities, improve follow‑up, and set clear expectations for the client during the sales process.
• Manage Onboarding, Training, and Professional Development of Direct Reports
  . Ensure all account managers and team members that report to you are proficient in company standards, communication practices, systems, and workflows.
• Facilitate Excellent Communication
  . Coordinate between departments to improve customer outcomes and operational execution. Partner closely with Sales and Operations leadership to ensure priorities, expectations, and information are aligned.
• Oversee Compliance with Company Systems, Processes, and Documentation Standards
  . Ensure accurate client account information is organized and documented, consistent workflow execution, and effective use of required software and tools.
• Provide Operational Support as Needed
  . Assist with customer‑facing coordination needs to improve operation efforts. Maintain service continuity and customer satisfaction by managing account coverage, customer updates, and any needed proactive follow‑ups between operations and clients.

• Account Management Excellence
  . Account Managers consistently meet expectations for customer communication, responsiveness, relationship management, and proactive follow‑through.
• Sales Performance
  . The team achieves targeted irrigation and enhancement sales goals through disciplined opportunity identification, follow‑up, and customer engagement.
• Customer Retention & Satisfaction
  . Customer retention and renewal rates meet or exceed company targets, while customer concerns are resolved quickly, professionally, and effectively.
• Team Development & Accountability
  . Team members receive consistent one‑on‑one coaching, performance feedback, and professional development that drives measurable improvement.
• Cross‑Functional Execution
  . Collaboration and handoffs between Account Management, Sales, and Operations are seamless, timely, and contribute to positive customer outcomes.
• Systems & Process Compliance
  . Customer data, account information, documentation, and workflow execution are maintained accurately and consistently across the team.
• Quality Control
  . Escalated customer issues are minimized through proactive account management, strong communication, and adherence to company standards.
• Onboarding & Training Effectiveness
  . New Account Managers are successfully onboarded, trained, and integrated into Green Summit's processes, systems, and culture.
• Professional Appearance and Hygiene
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• Excellent Oral and Written Communication Skills
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• Responsive to Customer and Colleague Needs
  . Tactful, respectful, and considerate of others regardless of status.
• Basic Understanding of a Profit and Loss Statement and Setting Financial Budgets
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• Manages Difficult Customer Situations Professionally
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• Exhibits Sound and Accurate Judgment
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• Demonstrates Flexibility and the Ability to Adapt Quickly to Change
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• Exhibits Accuracy and Thoroughness
  . Monitors work to ensure quality.
• Responds to…