Director of First Impressions & Customer Care
About The Position
This role is the conduit between customers (potential customers) and our multi-faceted landscape division. The position provides the initial customer service and coordinates the proper Moana Nursery resource to best care for the customer or potential customer. The position is not a secretarial position of any individual in the office and is expected to hold Moana teammates accountable for their customer service responsibilities. This position is expected to ensure Moana Nursery policies are followed and enforced. Follow up with the customers and internal teammates is a crucial part of this position.
Requirements
- Applicant must be able to type greater than 50 words per minute
- Applicant must be able to sit for long periods of time.
- High School or equivalent degree
- Strong verbal and written communications
- Robust computer skills (Windows, Microsoft Office Suite and ability to learn ERP System)
Nice To Haves
- Spanish
- Horticulture expertise or Landscape experience
- Works well under pressure and is able to prioritize and multi-task
Responsibilities
- Upholds Moana Nursery's strict safety policies
- Shows up on time ready work
- Answers all communications (phone, email, and in person)
- Promptly responds to customer needs, requests for service or assistance
- Screens and qualifies customer inquiries
- Greet occasional visitors and manages seminar schedule
- Directs communication throughout organization and ensures customer success
- Logs customer interactions
- Verifies internal paperwork from field crews
- Processes invoices and payment
- Contacts delinquent customers
- Analyzes performance - actual results comparisons and lessons learned
- Learns as much as they can
- Answers questions concerning price, sales, services and programs
- Follows up on customer service provided by other teammates
- Assists with survey collection and reporting
- Identifies issues and opportunities that require Moana Nursery to change
- Thanks our customers each and every time!
Benefits
- Paid Time Off
- Profit Sharing
- 401K plus company match
- Health Insurance
- Dental Insurance
- Vision Insurance
- Store Discount
- Training & Educational Opportunities
- Career Advancement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
