Customer Experience & Office Manager

Nutri-Green Lawn Care•Kiefer, OK

7d•$55,000 - $65,000•Onsite

About The Position

Nutri-Green is hiring an experienced, hands-on Customer Experience & Office Manager to lead its office and customer service operations in Kiefer, Oklahoma. The manager will coach and develop the customer service team, strengthen the customer experience, improve processes, and support the company’s continued growth. This is a full-time, on-site position with a standard Monday–Friday schedule from 8:00 AM to 5:00 PM; occasional Saturdays may be required during peak seasons. The role has direct responsibility for customer service personnel, performance management, and accountability, and works collaboratively with company leadership, department leaders, and field teams. The position oversees customer interactions and call center performance, including service metrics, customer concerns, cancellation requests, and retention efforts. It also manages daily office operations and builds and implements SOPs, checklists, workflows, and training procedures. The manager audits and monitors adherence to processes, identifies operational problems, and recommends improvements that support efficient operations and growth. The manager establishes performance expectations, trains and develops employees, coaches staff, and addresses performance issues, including documented warnings and termination decisions when necessary. The role serves as a connection between office employees, field teams, and leadership; provides reporting and recommendations to the VP of Operations; and makes independent decisions within its area of responsibility while keeping leadership informed. The salary range is $55,000–$65,000 annually, with quarterly performance incentives available. Benefits include health, dental, and vision insurance plans, holiday pay after 90 days, earned PTO, a 401(k) with company matching, company-paid life insurance, paid training and professional development, an Employee Assistance Program, a financial wellness app, discounted lawn care services, and opportunities for advancement.

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 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.
Demonstrated leadership experience, rather than solely having held a supervisory title.

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 call volume, speed to answer, hold times, abandoned calls, issue resolution, and customer retention.
Use performance metrics to identify improvement opportunities, improve 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, ensuring 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 to increase efficiency and support company growth.
Establish procedures that allow the office to operate effectively without constant ownership oversight.
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 standards.
Connect 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.
Collaborate with the Management team to coordinate office and field operations.
Support leadership with operational improvements and future growth initiatives.