Director of Customer Service

Job Description

Job Description

Our client is a locally owned and operated powerhouse in the green industry with locations across Georgia, Alabama, and South Carolina—serving everything from residential yards to sprawling commercial complexes, universities, and multi-family properties.

With over 25 years of expertise, their team delivers comprehensive, eco-friendly services including year-round fertilization, precision weed and pest control, mosquito management, tree and shrub care, aeration, seeding, and customizable 8-step treatment plans that guarantee noticeable results without long-term contracts or environmental harm. As one of the fastest-growing lawn care companies in the Southeast—they foster a supportive, family-like culture where passionate professionals thrive through ongoing training, competitive pay, flexible schedules, and the satisfaction of building community pride one green lawn at a time.

We plan to hire an experienced Director of Customer Service to lead and manage our customer service team. The ideal candidate will have exceptional communication skills, a passion for customer satisfaction, and a proven track record of success in a customer service leadership role.

Position overview

The Director of Customer Service is a senior leadership role responsible for overseeing the overall customer service strategy. This individual will lead a team of customer service professionals, ensuring the delivery of exceptional customer service experiences, managing the customer service function, and driving continuous improvement. The Director will collaborate with other departments to ensure customer satisfaction is a top priority across the organization.

Responsibilities

· Develop and implement customer service policies and procedures

· Lead and motivate the customer service team

· Establish and track key performance indicators (KPIs) for customer service metrics.

· Provide weekly performance report to the Executive team

· Ensure all customer inquiries and complaints are addressed promptly and effectively

· Monitor customer service performance metrics and implement improvements as needed

· Identify training needs and develop training programs for the customer service team

· Work closely with other departments to ensure a seamless customer experience

· Stay up to date with industry trends and best practices in customer service

· Must be able to travel to all 8 branch offices, at least once a month

Required Experience

· Bachelor's degree in business administration or related field

· Minimum 7 years of customer service experience with at least 3-5 years in a leadership role

· Proven experience as a Customer Service Director or similar managerial position

· Experience in the Lawn care industry or Bermuda Turf Care preferred.

· Excellent communication and interpersonal skills

· Proven ability to lead and motivate a team

· Strong analytical and problem-solving skills

· Ability to handle stressful situations and resolve conflicts

· Experience with customer service software and technology

Knowledge, Skills, and Abilities

· Strong leadership and people management skills with a proven ability to inspire and lead teams.

· Excellent communication, interpersonal, and conflict resolution skills.

· Must be able to communicate well through Zoom

· Experience with customer service software (CRM systems, ticketing, call center tools, etc.).

· Possess a solid foundation in data management, interpretation, and decision-making for customer service

· Data-driven mindset with the ability to analyze customer metrics and translate insights into actionable improvements.

· Knowledge of customer service best practices and industry trends.

· Ability to manage multiple priorities and work in a fast-paced environment.

Working Conditions

· Full-time M-F 9:00a-6:00p, with occasional flexibility for remote work.

· Occasional travel for leadership meetings, training, and industry events may be required.

· Ability to work in a fast-paced environment and manage stress effectively.

Benefits Include:

· Dental Insurance

· Vision Insurance

· Health Insurance

· Health savings account

· Life Insurance

· On-the-job training

· Employee discount

· Paid time off (Holidays, Vacation and Sick days)

If you are interested in pursuing this position, please respond to this job posting by including a copy of your resume and we will be happy to reach out to you.