Customer Service Representative / Office Coordinator
Company: The Grounds Guys of McHenry
Department: Office Administration
Reports To: Office Manager and/or Business Owner
Employment Type: Part-Time to Full-Time
Schedule: Primarily Monday–Friday, with seasonal flexibility during peak periods
Position Overview
The Customer Service Representative / Office Coordinator is often the first point of contact between The Grounds Guys of McHenry and our customers. This position is responsible for creating a professional and welcoming customer experience while supporting the daily administrative, scheduling, sales, and operational needs of the business.
The ideal candidate is highly organized, dependable, professional on the phone, and comfortable managing multiple priorities in a fast-paced, seasonal service environment. This person must be able to communicate effectively with residential customers, commercial clients, property managers, field team members, vendors, and company leadership.
The primary objective of this role is to ensure that customers receive timely, accurate, and professional service while maintaining complete records and helping the company operate efficiently.
Key ResponsibilitiesCustomer Communication and Lead Management
- Answer incoming phone calls, text messages, emails, website inquiries, and other customer communications professionally and promptly.
- Serve as the first point of contact for prospective and existing customers.
- Conduct professional conversations with residential customers, commercial clients, property managers, owners, and other decision-makers.
- Qualify incoming leads by gathering complete information regarding the customer, property, requested service, timeline, budget expectations, and decision-making process.
- Clearly explain the company’s services, scheduling process, estimate process, service areas, and general policies.
- Enter accurate customer, property, lead, and service information into LMN or other company systems.
- Maintain detailed notes regarding customer conversations, expectations, concerns, and requested follow-up.
- Direct customer concerns or technical questions to the appropriate manager when necessary.
- Maintain a positive, calm, and professional approach when handling customer questions, complaints, schedule changes, or service concerns.
Scheduling and Operational Coordination
- Schedule estimates, consultations, service visits, follow-up appointments, and other company activities.
- Maintain accurate calendars and assist with organizing daily and weekly schedules.
- Coordinate communication between customers, estimators, managers, and field crews.
- Confirm appointments and communicate arrival windows or scheduling expectations to customers.
- Assist with weather-related schedule changes, production delays, and customer notifications.
- Monitor upcoming work and identify missing information, approvals, deposits, property access instructions, or other items needed before work begins.
- Provide field teams with accurate customer notes, property information, access instructions, and job-related communication.
- Help ensure customer requests and changes are communicated to the appropriate team member and properly documented.
- Support management with scheduling organization and daily operational coordination.
Estimate and Sales Support
- Assist with preparing, reviewing, and sending estimates using LMN or other company-approved software.
- Track estimates that have been sent, approved, declined, or remain pending.
- Follow up professionally with prospective customers regarding outstanding estimates and proposals.
- Document all sales follow-up activity and customer responses.
- Assist the sales team with obtaining information needed to complete estimates.
- Ensure approved estimates, deposits, customer selections, and other required documentation are received before scheduling work.
- Notify management of customers requesting changes to an approved scope of work.
- Support customer retention and recurring-service renewal efforts.
- Help identify opportunities for additional services based on customer needs and existing property conditions without using high-pressure sales tactics.
Customer Satisfaction and Retention
- Follow up with customers after completed jobs to confirm satisfaction with the work performed.
- Document customer feedback and communicate concerns to management promptly.
- Assist with resolving customer questions and service concerns in a professional and timely manner.
- Manage or assist with the company’s Net Promoter Score® and customer feedback systems.
- Prepare customer satisfaction information for weekly production or management meetings.
- Request customer reviews when appropriate and in accordance with company procedures.
- Help maintain strong relationships with customers throughout the company’s service area.
- Support efforts to improve customer retention, repeat business, referrals, and long-term customer value.
Marketing and Lead Source Tracking
- Accurately record how each customer heard about the company.
- Assist with tracking leads received through Google, Scorpion, Angi/HomeAdvisor, Neighborly, referrals, social media, website forms, and other marketing sources.
- Maintain accurate lead-source information to assist management in evaluating marketing performance and return on investment.
- Identify recurring customer questions or service requests that may help guide future marketing efforts.
- Support basic marketing and customer communication projects as assigned.
- Assist with email campaigns, customer reminders, seasonal service announcements, or review requests when needed.
Administrative and Office Support
- Maintain accurate and organized customer records, job notes, communication logs, and service history.
- Assist with pre-invoice reviews, post-job documentation, invoice preparation, and basic administrative tasks.
- Review records for missing contact information, service details, billing information, or job documentation.
- Assist with collecting deposits, obtaining payment information, and following up on outstanding balances in accordance with company policies.
- Organize digital and physical records as required.
- Assist management with operational reports, customer lists, proposal reports, scheduling reports, and other administrative information.
- Help improve office systems, communication procedures, and workflow processes.
- Maintain confidentiality regarding customer, employee, financial, and company information.
- Assist with onboarding documentation, employee records, or basic human-resources administration when assigned.
- Perform other duties as necessary to support the success of the company.
Relationships and Team Responsibilities
The Customer Service Representative / Office Coordinator is expected to:
- Maintain professional relationships with customers, employees, vendors, and business partners.
- Communicate effectively and respectfully with office staff, sales representatives, managers, and field team members.
- Proactively establish effective working relationships with all company departments.
- Help maintain regular contact with customers to support high levels of satisfaction.
- Build trust, value others, communicate clearly, and follow through on commitments.
- Collaborate with others to solve problems and improve the customer experience.
- Demonstrate honesty, professionalism, accountability, and strong personal integrity.
- Support company decisions, policies, procedures, service standards, and core values.
- Contribute to a positive and team-oriented work environment.
Performance Expectations
Success in this position may be measured through:
- Timeliness and professionalism of customer communication.
- Accuracy and completeness of customer records and LMN notes.
- Percentage of calls and leads properly qualified.
- Speed and consistency of estimate follow-up.
- Scheduling accuracy and reduction of preventable communication issues.
- Customer satisfaction, Net Promoter Score®, and online review results.
- Customer retention and recurring-service renewal rates.
- Accuracy of lead-source and marketing information.
- Completion of assigned administrative tasks.
- Ability to remain organized during peak production periods.
Required Qualifications
- Previous customer service, office administration, scheduling, or coordination experience is preferred.
- Strong verbal and written communication skills.
- Professional and confident telephone presence.
- Excellent organizational, prioritization, and multitasking abilities.
- Strong attention to detail and commitment to accurate recordkeeping.
- Ability to work independently while also contributing to a team.
- Ability to remain professional when handling complaints or difficult conversations.
- Comfortable using computers, cloud-based software, scheduling systems, email, text messaging, and mobile applications.
- Ability to learn landscaping terminology, company services, and seasonal operational requirements.
- Dependable attendance and consistent follow-through.
- Ability to adapt to changing schedules and priorities in a weather-dependent business.
Preferred Qualifications
- Previous experience in landscaping, lawn care, snow removal, construction, property management, home services, or a related industry.
- Experience using LMN, Jobber, Service Autopilot, QuickBooks, or similar CRM and scheduling platforms.
- Experience with customer relationship management, estimate follow-up, or inside sales.
- Experience tracking marketing leads or campaign performance.
- Basic understanding of landscaping and property-maintenance services.
- Bilingual English/Spanish communication skills are a plus.
Seasonal Expectations
The landscaping industry experiences significant seasonal changes in customer demand and workload. Spring, summer, and fall may require a fast pace, frequent schedule adjustments, and increased customer communication.
Work volume may decrease during portions of the winter season depending on snowfall and business needs. During slower periods, this position may assist with:
- Customer retention and renewal campaigns.
- Estimate and proposal follow-up.
- Database and customer-record cleanup.
- Marketing projects and campaign preparation.
- Process and procedure improvements.
- Recruiting and employee onboarding support.
- Snow and ice customer communication.
- Planning for the upcoming landscaping season.
- Other administrative, operational, sales, or customer-service projects.
The successful candidate will be flexible and willing to contribute in different areas based on the seasonal needs of the company.
Compensation and Benefits
- Competitive hourly compensation or salary based on experience and position structure.
- Paid time off and paid holidays, subject to company policies and eligibility requirements.
- Opportunity for professional development and advancement within a growing company.
- Supportive, team-oriented working environment.
- Flexible scheduling options may be available depending on business needs.
About The Grounds Guys of McHenry
The Grounds Guys of McHenry is a locally owned and operated landscaping, lawn care, and snow-and-ice management company serving residential and commercial customers throughout McHenry and surrounding communities.
We are committed to providing professional communication, reliable service, high-quality workmanship, and a positive customer experience. Our team values professionalism, respect, teamwork, accountability, communication, and operational excellence.
The Grounds Guys of McHenry is an equal-opportunity employer. Employment decisions are made based on qualifications, business needs, and the ability to perform the responsibilities of the position.
Pay: $20.00 - $30.00 per hour
Benefits:
Work Location: In person
