Customer Success Manager

Customer Success Manager-Caldwell Tree Care

Position Title: Customer Success Manager

Location: Roswell, GA onsite

Compensation: $60,000-$70,000 annually

About Us:

Caldwell Tree Care specializes in comprehensive tree care services, including pruning, removal, fertilization, and pest management. We are committed to providing exceptional service to our clients while promoting healthy and beautiful landscapes. Our team of certified arborists and experienced technicians are dedicated to safety, quality, and customer satisfaction.

Job Summary:

The Customer Success Manager will play a dual role in enhancing customer satisfaction and driving marketing efforts. This individual will be responsible for handling customer inquiries, resolving issues, and ensuring a high level of customer satisfaction. Additionally, the Manager will support the team in executing marketing campaigns, managing social media, tracking data, and analyzing market trends to increase brand awareness and drive sales. The role also includes responsibilities for maintaining and optimizing the local CRM system to enhance customer relationships and marketing efficiency.

Key Responsibilities:

Customer Service:

• Provide exceptional customer service via phone, email, chat, and social media.
• Handle and resolve customer complaints, issues, and inquiries promptly and professionally.
• Maintain a detailed record of customer interactions and transactions.
• Work closely with other departments to resolve complex customer issues and provide timely feedback.
•  Assist customers with product selection, order processing, and troubleshooting.
• Monitor customer satisfaction and suggest improvements to enhance the customer experience.
• Serve as the primary contact for client inquiries via phone, email, and in-person.
• Provide information about our services, schedule appointments, and follow up on customer requests.
• Maintain a friendly and professional demeanor in all customer interactions.

Data Tracking, Marketing, and CRM Management:

• Maintain and optimize the CRM system to ensure accurate and up-to-date customer information.
• Track customer interactions and marketing campaign data within the CRM system.
• Analyze CRM data to identify customer trends, preferences, and potential opportunities for targeted marketing.
• Generate regular reports on customer behavior, campaign performance, and other key metrics. Assist in the deployment and execution of marketing campaigns, including digital, social media, and email marketing.
• Assist in identifying trends, customer needs, and competitor activities.
• Support the planning and execution of events, promotions, and product launches.
• Track and report on the performance of marketing initiatives, providing insights and recommendations for improvement.
• Ensure all data is accurate, up-to-date, and compliant with company policies.

Scheduling & Coordination:

• Coordinate and schedule tree care services, ensuring timely and efficient service delivery.
• Communicate with field teams to relay job details and any special instructions.
• Monitor the progress of scheduled services and update clients on any changes.

Administrative Support:

• Assist with the preparation of quotes, invoices, and other client-related documents.
• Maintain accurate and organized records of customer interactions and transactions.
• Support the office team with various administrative tasks as needed.

Problem Resolution:

• Address customer complaints or concerns promptly and effectively, escalating issues as necessary.
• Work closely with the management team to ensure customer satisfaction and resolve service issues.

Qualifications:

• High school diploma or equivalent; additional education or certifications in customer service or administration is a plus.
• 2 years of experience in a customer service or administrative role, preferably in the service industry.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and comfortable with learning new software.
• Strong organizational skills and attention to detail.
• Ability to handle multiple tasks simultaneously and work in a fast-paced environment.
• Problem-solving abilities with a customer-focused attitude.
• Knowledge of or interest in arboriculture or landscaping is a plus Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.