Customer Experience & Office Manager

Nutri-Green Lawn Care•Kiefer, OK

5d•Onsite

About The Position

Nutri-Green is seeking an experienced, hands-on Customer Experience & Office Manager to lead customer service and office operations at its on-site location in Kiefer, Oklahoma. The role owns day-to-day office performance, customer experience, process improvement, and development and accountability of the customer service team. The manager works closely with company leadership, field teams, and other department leaders to improve efficiency, strengthen customer relationships, and support business growth. The role includes leading customer service performance, monitoring service metrics, overseeing customer retention and cancellation requests, and addressing recurring customer concerns. It also involves building and implementing office procedures and training systems, ensuring consistent execution, resolving operational problems, and supporting communication and coordination across the business. The position offers the opportunity to take ownership of a critical business area and grow into broader leadership responsibilities as Nutri-Green expands. This is a full-time, on-site position with a standard Monday–Friday schedule of 8:00 AM–5:00 PM. Occasional Saturdays may be required during peak seasons. Salary is $55,000–$65,000 annually, with quarterly performance incentives available.

Requirements

At least 2 years of direct leadership experience supervising a team of 2 or more employees.
Experience managing daily employee performance, productivity, and accountability.
Ability to enforce standards consistently and follow up to ensure procedures are being followed.
Experience leading employees who handle customer calls or a high volume of customer interactions.
Familiarity with customer service performance metrics and operational reporting.
Strong written communication skills, including professional, accurate, and polished email and customer correspondence.
Ability to manage competing priorities in a fast-paced environment.
Compensation expectations within the approved salary range of $55,000–$65,000.

Nice To Haves

Experience in recurring-service industries such as lawn care, pest control, HVAC, plumbing, pool service, home security, property management, or similar industries.
Experience managing seasonal fluctuations and periods of significant customer demand.
Experience with field-service CRM or scheduling platforms such as RealGreen, ServiceTitan, Housecall Pro, FieldRoutes, Jobber, or similar systems.
Experience coordinating office operations with field service teams.
Experience with customer retention, cancellation-save programs, and coaching employees through difficult customer conversations.

Responsibilities

Lead the customer service team and oversee daily customer interactions.
Monitor customer service performance, including call volume, speed to answer, hold times, abandoned calls, issue resolution, and customer retention.
Use performance metrics to identify improvement opportunities, increase productivity, and coach employees.
Develop consistent expectations for handling customer concerns and difficult conversations.
Oversee cancellation requests and customer retention efforts.
Identify recurring customer complaints and implement solutions to prevent them.
Ensure customers receive professional, timely, and consistent communication.
Oversee daily office operations to ensure accuracy, efficiency, and follow-through.
Build and implement SOPs, checklists, workflows, and training procedures.
Ensure established processes are followed through audits, call reviews, follow-ups, and performance monitoring.
Identify operational breakdowns and take ownership of correcting them.
Evaluate existing systems and recommend improvements that increase efficiency and support company growth.
Establish procedures that allow the office to operate effectively without constant oversight from ownership.
Take ownership of the daily performance and effectiveness of the office and customer service team.
Establish performance standards and address employee performance issues through coaching, documented warnings, and termination decisions when necessary.
Train, lead, develop, and hold employees accountable for performance, productivity, and established expectations.
Build a culture of employee ownership and consistent adherence to established standards.
Serve as the connection between office employees, field teams, and company leadership.
Provide operational reporting, performance updates, and recommendations to the VP of Operations.
Communicate concerns, identify problems, and bring forward solutions.
Make independent decisions within the area of responsibility while keeping leadership informed.
Coordinate with the management team to support effective communication between office and field operations.
Support leadership with operational improvements and future growth initiatives.