Customer Care Manager

Gardens of Babylon•Nashville, TN

13d•Onsite

About The Position

Gardens of Babylon is looking for an experienced, organized, and customer-focused Customer Care Manager to lead our client communication team. This role is responsible for creating an exceptional customer experience by overseeing all inbound and outbound communication while supporting our sales, maintenance, design/build, and garden center teams. If you're passionate about customer service, enjoy leading people, and thrive in a fast-paced environment where every day is different, we'd love to meet you.

Requirements

3+ years of customer service, client success, or operations experience.
Excellent written and verbal communication skills.
Strong organizational and time management abilities.
Experience with CRM systems (HubSpot preferred).
Ability to multitask and prioritize in a fast-paced environment.
Strong problem-solving skills and attention to detail.

Nice To Haves

Previous leadership or supervisory experience preferred.
Experience in landscaping, construction, home services, or another service-based industry is a plus.

Responsibilities

Lead, coach, and develop a small Customer Care team.
Manage all customer communication through phone, text, and email.
Ensure every client receives prompt, professional, and friendly service.
Qualify inbound leads and schedule appointments for the Sales team.
Build relationships with prospective and existing clients through proactive outreach.
Support current clients by answering questions and resolving concerns.
Coordinate deposits, payments, and billing communication.
Maintain accurate records in HubSpot and other company systems.
Monitor customer satisfaction and team performance through key performance metrics.
Improve communication processes, templates, and internal workflows.
Partner with Design/Build, Maintenance, and Garden Center teams to ensure a seamless customer experience.
Help identify opportunities to improve efficiency and client retention.