Client Representative

Founded in 1982, South West Landscape, Inc is a family owned and generated company proudly serving communities across Southern California, including Orange County, Los Angeles, and the Inland Empire. What started as a small local operation has grown into a full service landscape company with division specializing in Maintenance, Tree Care, Development & Enhancements, and Support Services.

Our success is rooted in our people. We take pride in creating a safe, professional, and supportive work environment where every employee from field crews to management has the opportunity to grow and succeed. At South West Landscape, we combine decades of industry expertise with modern tools and technology to deliver exceptional quality, reliability, and customer care to our clients.

We believe in teamwork, integrity, and continuous improvement values that shape our culture and the way we do business every day.

The Client Representative is the primary owner of all client relationships for the assigned portfolio of maintenance accounts at South West Landscape. This position is the single point of contact for clients on all matters related to service quality, property needs, enhancement opportunities, irrigation issues, and contract administration.

The Client Representative is accountable for client retention, account performance, and enhancement pipeline development. This role carries a dotted-line reporting relationship to the VP of Client Services for alignment on client service strategy and communication standards. Success is defined by clients who renew, refer, and trust SWL to manage their properties without constant follow-up.

• Serve as the primary point of contact for all assigned client accounts; own every client relationship in the portfolio from contract signing through renewal.
• Conduct regular client job walks and property inspections to assess service quality, identify opportunities, and reinforce the client's confidence in SWL's work.
• Respond to all client communications within one business day; provide proactive updates on open requests, pending proposals, and property issues.
• Identify and address service concerns before they become complaints; when issues arise, take ownership of resolution and communicate a clear timeline to the client.
• Conduct proactive retention conversations for accounts approaching renewal; no contract renewal arrives without a prior documented client touchpoint.

• Identify enhancement opportunities during property visits and client conversations; prepare accurate, professional enhancement proposals in Aspire and present them to clients within two business days of the site visit.
• Maintain an active, current enhancement pipeline; no proposal sits without documented activity beyond 30 days.
• Partner with the Operations Manager on enhancement scope and scheduling logistics; do not commit to enhancement timelines without confirming capacity first.
• Track all proposals in Aspire from creation through close; update proposal status immediately when a decision is made.

• Identify and document all irrigation issues, property concerns, and client requests discovered during job walks or communicated by the client; enter every issue into Aspire same day.
• Coordinate with the Operations Manager and Irrigation Technicians to ensure open issues are assigned, scheduled, and resolved; follow up to confirm resolution and communicate the outcome to the client.
• Maintain zero unresolved irrigation or property issues without a documented next step or status update.

• Maintain a complete, current, and organized record of all open tasks client…