Customer Experience Coordinator

Job Description

Job Description

Customer Experience Coordinator

Company: Great Outdoors

Location: Ann Arbor, MI

Position Type: Full-Time, Hourly

Wages: $22.00 – $27.00 per hour (Based on experience)

Schedule: Monday – Friday, 8:00 AM – 4:00 PM

Benefits: Health, Dental, Vision, and Company-Matched IRA

Position Overview

Great Outdoors, an established and growing landscaping company in Ann Arbor, is seeking an energetic, positive, and self-motivated Customer Experience Coordinator. This role is the central communication hub of our office, bridging the gap between clients, sales professionals, and field operations. You will manage customer inquiries, resolve concerns, streamline administrative tasks, and keep our multi-divisional team organized.

Key Responsibilities

1. Communication & Lead Management

• Inbound Communications: Answer phone calls, check voicemails, and return calls using excellent telephone skills.
• Streamlined Routing: Relay information to the correct person using designated digital channels (Email, Crew App, LMN To-Dos, or Text). Maintain a strict no sticky notes policy to ensure accountability.
• Complaint Resolution: Route client complaints and potential conflicts immediately to the appropriate division heads to find a solution.
• Lead Qualification: Vet new leads using established qualifying questions.

2. CRM Management & Sales Scheduling

• Data Entry: Create and update comprehensive customer profiles within the LMN CRM system.
• Manage Multiple Google Calendars: Coordinate in-person appointments for large requests or pop-by site visits for small, one-time requests.

3. Contract Renewals & Administration

• Renewal Coordination: Assist in generating and distributing annual residential and commercial maintenance contracts (Mowing, weeding, mulching, seasonal cleanups, trimming, turf/tree care, and snow removal).
• Special Instructions: Communicate critical account notes to field managers

4. Metrics Tracking

• KPI Tracking: Calculate and track "Sales per Hour" (SPH) metrics across the Mowing, Horticulture, Turf Care, and Snow divisions.

Skills & Qualifications

• Outgoing, personable, and professional with strong interpersonal and listening skills.
• Highly organized with excellent administrative writing, reporting, and documentation skills.
• Proficient in typing, word processing, data entry, and Google software.
• Confident scheduling and meeting planning using Google Calendar.
• Dependable self-starter with strong attention to detail.

Education and Experience Requirements

• High school diploma or equivalent.
• One to two years of office assistant or administrative experience.
• Valid driver’s license.
• Green Industry Experience is a major plus.
• Proficiency in LMN CRM and QuickBooks is a major plus.

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