Quality Manager

$65k

Fine Turf LLC

Charlotte, NC

Job Description

Description:

Reports to: Director of Sales and Customer Service

Works with: Team Leads, Operations Manager, Sales Team, Customer Service

Pay: $65,000 base + 5% commission on new sales (paid as produced) + bonus (TBD)

Schedule: Monday–Friday, 6:30 AM–4:00 PM

The role

The Quality Manager is FineTurf's turf expert and owns every lawn, service, and cancel issue. Billing and account questions stay with Customer Service. When a customer has a complaint, wants to cancel, or needs answers, the Agronomist figures out what's happening, makes sure it gets fixed, and keeps the customer on service.

Top priorities

Own every service call. Every service call and complaint comes to you first. Decide who handles it, assign it, and follow up until it's resolved, within 48 hours. You route only your own service calls; the Operations Manager routes the calls you assign to others.
Save cancels. Contact every customer who asks to cancel, find the real reason, and fix what can be fixed.
Be the turf expert. Diagnose lawn problems on site, explain them in plain terms, and be the go-to resource for the company's turf and product questions. Create turf training material and train the Team Leads so the Team Leads can train their team.
Support sales. Evaluate properties and handle on-site sales meetings (about 1–4 per week).
Check records and tech notes. Every day, make sure completed stops have all products entered in Real Green, and grade technicians' notes and condition codes.

How success is measured

Time from complaint to resolution
Cancel rate
Customer satisfaction and reviews
Complaint Tracker kept complete and current

Requirements: What you bring

Strong knowledge of turfgrass, weeds, disease, insects, fertility, and irrigation
Calm, confident communication with upset customers by phone and in person
Highly organized: every open issue tracked until it's closed
Comfortable splitting time between the field and the office

What we are looking for

2 or more years of lawn care or turf application experience
Success leading and developing a team
Strong knowledge of turf, weeds, and correct product mixing and application
Valid driver’s license with a clean driving record
Organized and comfortable using technology
North Carolina pesticide license required
Positive, adaptable attitude and a solutions-focused leadership style
Results-driven and self-motivated
Customer service experience

Apply

Vacancy posted 5 days ago

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