Role Overview

The Client Representative is responsible for delivering exceptional service to a portfolio of property care clients, along with developing new business. This role builds strong relationships through clear communication and proactive management of the budget ensuring profitability goals are met. The Client Representative acts as a liaison between clients and operations ensuring client expectations are met, along with identifying upsell opportunities and managing contract renewals. This position reports directly to the Director of Property Care and partners closely with other leaders throughout the organization.

Key Responsibilities

Client Relations

• Serve as the main point of contact for a portfolio of commercial and residential properties. Conduct regular on-site walkthroughs, address concerns, and ensure service expectations are exceeded.
• Build strong, long-term relationships with clients and become their trusted point of contact
• Communicate proactively with clients — understanding and addressing needs, solving issues and reinforcing trust.

Sales 

• Manage and grow an existing portfolio of maintenance accounts while also identifying and establishing opportunities to establish new clients.
• Oversee and negotiate annual contract renewals.
• Ensure follow up is quick and consistent with each client.
• Actively seek opportunities to sell additional services and enhancements that improve the client property’s health, performance and appearance.

Operations

• Perform client site visits regularly to assess quality, identify improvements, and ensure expectations are met.
• Collaborate with production teams and leaders to ensure quality services are provided and within budget.
• Coordinate and support seasonal services, including snow and ice management as needed.
• Communicate client needs and scopes of work to field teams, ensuring work is completed on time, within budget, and to company quality standards.
• Coach teams on industry best practices, horticultural standards, and safety protocols.
• Monitor job costing ensuring the profitability of your specific client portfolio.
• Assist with morning roll outs, ensuring teams are safe and prepared for the workday.

Additional Responsibilities

• Support and lead special projects in support of the business priorities
• Promote and foster a positive culture and continuous improvement through an empowering and proactive approach
• Be flexible and open to wearing multiple hats including assisting in field operations as needed.

Qualifications & Skills

• 3+ years of customer service, account management and/or sales experience.
• 2+ years of leadership experience desired.
• 2+ years of landscape maintenance, operations, horticultural knowledge preferred.
• Strong verbal and written communication skills to effectively manage expectations with a wide range of stakeholders (clients, crew members, and executives).
• Proficiency with MS Office and Aspire systems.
• Degree in Horticulture or related industry preferred.
• Detail oriented, highly organized and responsive to email, teams and projects
• Strong work ethic, great attitude, proactive in nature and a problem-solver
• Demonstrated ability to gain trust and credibility with clients, team and leaders
• Excellent relationship building skills with people at all levels and in all functions
• Ability to prioritize workload, handle multiple tasks, meet deadlines and work self-directed with a sense of urgency.

The Perks

• 401(k) plan with company match

• Medical insurance

• Dental insurance

• Vision insurance

• FSA/HSA

• PerkSpot

• Long-Term Disability and Life Insurance

• Paid time Off

• Tuition Reimbursement (after one year of service)