Customer Experience & Systems Coordinator

Overview This is not a basic customer service or admin role. We are a growing landscaping company preparing for a busy Spring season and continued growth. We're hiring a Customer Experience & Systems Coordinator to take ownership of customer communication, job coordination, and internal systems. This role ensures customers receive excellent service while our field teams have the accurate information they need to do great work. You will be on the phone regularly, managing details in our systems, and helping ensure jobs run smoothly from first contact to final invoice. The right person is organized, proactive, comfortable speaking with customers, and interested in learning how a service business grows — including sales conversations and upselling services when appropriate. This position can grow into operations, sales coordination, or office management for the right person.

What You'll Be Responsible For:

Customer Communication You will serve as a primary contact for customers.

Responsibilities include:

Answering inbound phone calls, texts, and emails Following up with customers about estimates, schedules, and project updates Explaining next steps clearly so customers know what to expect Handling concerns professionally when issues arise Documenting all communication in our systems Systems & Job Coordination We use systems to keep operations organized. You will help ensure every job is properly documented and scheduled.

Responsibilities include:

Managing leads and jobs inside Jobber and GoHighLevel Ensuring job details are clear before crews leave each day Reviewing notes, scope, and special instructions for accuracy Communicating with field leadership about scheduling or updates Catching small issues before they become bigger problems Daily Operations Support This role also supports the day-to-day operations of the business.

Responsibilities will include:

Procuring materials or plants from local nurseries Visiting customer properties to take notes, photos, or videos when needed Processing invoices through our systems Tracking project expenses Managing vendor invoices and inventory usage Driving a company vehicle during the workday Systems Discipline We rely on systems to stay organized during busy seasons.

You will be expected to:

Follow processes consistently Enter information accurately Pay attention to details, problem-solve, and think ahead Identify gaps or recurring issues Ask questions and continuously improve systems This Role Is a Great Fit If You Are comfortable talking with customers on the phone throughout the day Are naturally organized and detail-oriented Take initiative instead of waiting for instructions Can balance office work with being out in the field occasionally Stay calm and professional when customers are frustrated Want to grow professionally in a small business environment Are interested in learning sales and upselling conversations This Role Is NOT a Good Fit If You Prefer quiet desk work with minimal interaction Dislike being on the phone Avoid responsibility or follow-through Need constant direction to complete tasks Struggle with organization or details Are uncomfortable speaking confidently with customers Schedule & Compensation Monday-Friday (in office) $20/hour Full-time year-round Performance bonuses available as responsibilities grow Strong performers may grow into sales coordination or operations leadership roles. Training & Onboarding You'll start by shadowing owners, field leadership, and our current customer service team to learn our systems and customers. Over time, you'll transition into full ownership of customer communication and system management. How to Apply Apply through Indeed and answer the screening questions carefully. We're intentional about who we bring onto the team and review applications closely.

Pay:

$19.00 - $20.00 per hour

Benefits:

On-the-job training Professional development assistance Application Question(s): This role requires handling a high volume of phone calls throughout the day, especially during Spring. Are you comfortable being on the phone most of the day? This is an in-office role that also includes running errands, visiting customer properties, and supporting field teams during the day. Does this match what you're looking for? Describe a system, process, or method you've used to stay organized when managing many tasks at once. Tell us about a time you caught a mistake before it became a bigger problem. What did you do? How do you typically handle a customer who is frustrated or upset? When you don't know how to do something at work, what steps do you take before asking for help? This role pays $20/hour. Does this align with your current needs and expectations? What interests you about working in a landscaping business specifically?

License/Certification:

Driver's License (Required) Ability to

Commute:

Norfolk, VA 23513 (Required)

Work Location:

In person