Estimator / Customer Service Representative

Job Description: Estimator / Customer Service Representative

Title: Estimator / Customer Service Representative (CSR)

Department: Office Administration

Reports to: Owner

Job Objective:

The Estimator's primary role is to meet prospective clients, create detailed estimates, and meet established sales goals within key metrics parameters.

The CSR’s primary objective is to ensure customer satisfaction exceeds the standards set out by The Grounds Guys through outstanding customer service and tracking of key results areas.

Responsibilities:

• Demonstrates the ability to carry on a professional conversation with commercial and residential residents, owners and decision makers.
• Call all incoming leads to set appointments, and assist with incoming new lead calls.
• Perform estimate site visits and meet with prospective clients.
• Create detailed and accurate estimates within LMN software, making sure KPIs are met for each job..
• Follow up on all estimates.
• Meet established monthly sales goals and hit Key Performance Indicators (KPIs) for each job.
• Follow up with customers after completed jobs to ensure customer satisfaction with work.
• Perform client "VIEW" walks to perform site visits with existing customers, looking for opportunity to improve customer experience and sales opportunities.
• Assist in all customer communications.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
• Participates and contributes to the development of educational programs offered to clients, prospects and company employees.
• Other duties as assigned, assisting company to improve and grow in all operations.

Relationships and Roles:

• Help maintain contact with all clients in the market area to ensure high levels of Client Satisfaction.
• Demonstrate ability to interact and cooperate with all company team members.
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional internal and external relationships that meet company core values.
• Proactively establish and maintain effective working team relationships with all support departments.