Bilingual (Spanish-English) Landscape Maintenance Coordinator

Cross Creek Nursery•North Chesterfield, VA

2d•Onsite

About The Position

Cross Creek is seeking a Landscape Maintenance Coordinator to support its Maintenance Division, which manages a $7+ million portfolio. This role serves as the central point of contact between Account Managers, Production Managers, field crews, and customers, ensuring accurate information, organized schedules, and fulfilled commitments. While landscaping knowledge is not required, a strong work ethic, initiative, follow-through, and commitment to exceptional customer service are essential. The position involves managing the CRM system, coordinating operational details, providing customer service, and supporting the team. Key responsibilities include maintaining CRM data (customer, property, service records), entering service requests, tracking open items, and assisting Account Managers with system usage. The coordinator will also collaborate with managers on schedules, routes, crews, materials, and job details, proactively identifying and resolving potential conflicts. A significant part of the role involves high-volume phone communication with customers, crews, and managers, acting as the first point of contact for inquiries and concerns, and ensuring prompt, professional responses. The coordinator will also relay information between the office and field, assist with onboarding, support special projects, source apparel, and manage subcontracted work and repairs.

Requirements

Ownership, initiative, follow-through, and a commitment to exceptional customer service.
Strong organizational skills and attention to detail.
Ability to juggle multiple priorities without dropping any.
Willingness to learn the landscaping business.
Proactive problem-solving skills: gather facts, find solutions, and fix issues independently before escalating.
Excellent communication skills.
Bilingual Spanish/English is strongly preferred.

Nice To Haves

Experience in landscape maintenance.
Experience with CRM management.
Experience in operations, scheduling, customer service, or administration.

Responsibilities

Own and maintain the customer relationship management (CRM) system, ensuring accuracy of customer, property, and service records.
Enter service requests and notes, track open items until resolution, and assist Account Managers in utilizing the CRM system.
Collaborate with Account Managers and Production Managers on schedules, routes, crews, materials, and job details.
Identify and resolve potential conflicts and missing information before they impact production.
Adjust schedules and plans based on shifting seasonal and daily priorities.
Handle a high volume of phone calls with customers, crews, and managers.
Serve as the first point of contact for customer questions, updates, and requests, responding promptly and professionally.
Route customer concerns to the appropriate Account Manager.
Keep customers updated on service status proactively.
Manage difficult customer situations calmly and with proposed solutions.
Take ownership of the customer experience, even for issues originating in other departments.
Relay information between the office and the field.
Assist with onboarding paperwork for new team members.
Support special projects as needed.
Source apparel for crews and office staff.
Manage subcontracted work and repairs, including obtaining quotes, scheduling, and following up on completion.