Sales and Customer Service Manager [HT-995019]

VisionSpark•Lincoln, NE

10h•$80,000 - $90,000•Onsite

About The Position

Summit Lawns is doubling fast, and we’re looking for the sales and customer service leader who can take a solid foundation and elevate it to the next level. You’ll lead our phone-driven sales team and our account managers, tighten our systems, upgrade our tools/technology, and refine the workflows that drive conversion, service, and long-term retention. What we’ve built is already strong. Now we need someone who will coach daily, improve the playbook, bring consistency, and grow a department ready for its next jump. If you want the challenge of improving something good and turning it into something exceptional, this might be your seat! WHO YOU ARE: You Take Ownership and Act With Initiative: You don’t wait to be told what to do. You spot gaps, tighten the process, and move quickly to make things better. Growing fast can feel messy or unorganized at times. Building the plane while flying it doesn’t rattle you. It’s exciting to own the department: the people, the systems, the performance, the wins, and the misses. You Lead Through Care, Accountability, and Relentless Coaching: Bringing out the best in people totally fuels your fire. It’s the best! And you do it with a mix of genuine care and high standards. You give direct feedback, address issues before they fester, and follow up until the improvement sticks. Coaching is part of your daily rhythm: listening to calls, running role-plays, and building team confidence. Your pride is building a team that closes deals without you. You’re a Master of Ethical Phone Sales: You’re an excellent teacher to the psychology of highly effective phone sales: tone, pacing, objections, curiosity, excellent question framing, and closing the sale. Under your coaching and call scripts, clients are thrilled to choose Summit, not pressured into it. You See Patterns and Build Better Systems: You watch the numbers because they tell the real story: conversion, retention, response times, follow-up discipline, etc. You spot the gaps, refine the workflow, tighten the scripts, and adjust expectations until the system runs smoothly. You don’t launch ideas and hope. You implement, test, and improve until desired results become predictable. You’re Tech-Forward and Not Afraid of Tools: You’re comfortable owning the sales and customer service tech stack, including phone systems, call recordings, dashboards, and CRM reporting. You use technology, including AI coaching tools, to support visibility and skill development without replacing human connection. You Keep it Fun: Coaching, systems, and results talk aside, you’re not a snoozefest or a dweeb. You make work fun for your teams! Results matter, but so does enjoying the ride. You know how to create an environment for both. If you want a role where your fingerprints are on every win and your leadership changes the trajectory of a $10M rocket ship… if you love shaping a team into a disciplined, confident, high performing force.. if ownership and improvement of an entire sales and customer service department gets your heart pumping… then strap in. This seat will build something real, something lasting, something big. This might be your dream job!

Requirements

3+ years of experience leading or managing a sales team in a high-volume, phone-based environment.
Strong background in phone-based sales, including objection handling and closing, with the ability to coach others through call reviews and role play.
Experience holding teams accountable to performance metrics, expectations, and follow-through.
Proven experience supporting, implementing, or project-managing improvements to sales or call-center technology, including phone systems, CRM tools, and reporting.
Ability to handle customer escalations, cancellations, and difficult conversations with empathy and clarity.

Nice To Haves

Experience overseeing both sales and customer service functions, with a clear understanding of how the two work together.
Background in home services, trades, hospitality, SaaS, or other recurring-revenue businesses.
Experience partnering cross-functionally with Marketing, Operations, or Admin teams.
Experience improving conversion rates, retention, or customer lifetime value

Responsibilities

Lead, manage, and hold accountable all Inside Sales Reps, CSRs, and Residential and Commercial Account Managers
Support revenue growth and client/package count by service line through stronger execution and coaching
Increase lifetime customer value by leading proactive outbound campaigns to mine our database (lost leads, dormant leads, cross-sell existing clients), particularly during slow periods
Own the end-to-end customer service experience from first contact through long term retention across calls, texts, emails, and service requests
Reduce churn and improve loyalty by building systems and standards that strengthen satisfaction and consistency
Ensure customers feel informed, supported, and confident choosing Summit Lawns
Coach the phone team and account managers through call reviews, role play, and regular 1:1s
Build confident communicators who sell and serve with consistency and integrity
Develop future leaders and strengthen bench depth within the department
Create a culture of accountability, growth, and continuous improvement
Own the sales and call center technology stack, CRM reporting, with primary responsibility for the phone system, call routing, recordings, and call analytics
Establish and maintain call scripts, objection frameworks, and follow-up standards tied directly to phone performance
Use reporting and AI-supported tools to improve coaching effectiveness, conversion, retention, and service quality
Align sales volume, messaging, and expectations with Operations capacity
Partner with Marketing, Operations, and Admin to ensure a seamless customer journey and clear handoffs
Be a key participant in strategic leadership meetings and bring clear sales performance, forecasts, risks, and solutions