Customer Support Specialist

Company Summary

Imperial Landscaping & Masonry is a family-owned outdoor design and construction company serving Cape Cod, Massachusetts. We transform outdoor spaces into functional, high-quality environments for our clients. Our core values are Trust, Reliability, Work Ethic, Quality, and Accountability. Our skilled tradespeople and dedicated office staff work together to deliver excellent service from the first call through project completion.

Position Summary

We are seeking an experienced Customer Support Specialist to serve as a primary point of contact for clients calling or visiting our office. This role manages client communication, scheduling, lead follow-up, and administrative support for our sales and field teams.

Previous customer service experience working in a landscaping company’s office is required. Applicants must already be familiar with the services a landscaping and masonry company provides, including landscape construction, landscape maintenance, masonry, irrigation, drainage, and landscape lighting.

We are looking for someone who can confidently answer service-related questions, understand client needs, and coordinate with the appropriate team members. This position is available for an immediate start.

Primary Responsibilities Customer Support & Communication

• Answer inbound phone calls promptly, professionally, and courteously.
• Assist clients with questions about our landscaping and masonry services, estimates, and next steps.
• Direct inquiries requiring technical expertise to the appropriate department or team member.
• Collect and document accurate customer information, including contact details, lead source, and reason for contacting the company.
• Respond to customer emails, messages, and inquiries in a timely manner.
• Listen to, document, and address customer concerns, escalating issues when necessary.
• Maintain a friendly, knowledgeable, and professional tone during every customer interaction.

Scheduling & Appointment Coordination

• Schedule estimates and site visits for the sales team.
• Confirm appointments and send reminders as needed.
• Communicate appointment changes, delays, and scheduling updates to customers.
• Coordinate appointments with sales, operations, and office staff.
• Maintain accurate scheduling information in the company system.

Lead & Customer Management

• Enter new leads and customer information accurately into the CRM.
• Maintain complete and up-to-date customer records.
• Document calls, conversations, requests, and follow-up needs.
• Follow up on inquiries and open estimates to support the sales process.
• Help customers understand the approval and scheduling process.
• Ensure customer inquiries and requests receive timely follow-through.

Office & Administrative Support

• Organize digital customer records, including call transcripts, plans, photos, videos, and related documentation.
• Assist with invoice questions and payment follow-ups as directed.
• Support communication between customers, sales, operations, and field teams.
• Assist with daily office operations and monitor office supply inventory.

Role Expectations

The Customer Support Specialist is expected to:

• Provide excellent customer service and demonstrate knowledge of our services.
• Maintain a professional, courteous, and positive attitude.
• Respond to inquiries within established company timeframes.
• Communicate clearly and accurately with customers and team members.
• Maintain accurate, organized customer records.
• Demonstrate reliability, punctuality, and accountability.
• Follow through on assigned tasks and customer requests.
• Contribute to a positive, team-oriented office environment.
• Protect confidential company and customer information.

Required Qualifications

• Previous customer service experience in a landscaping company’s office. General customer service experience alone does not meet this requirement.
• Working knowledge of the services a landscaping and masonry company provides, including landscape construction, maintenance, patios, walkways, retaining walls, irrigation, drainage, and landscape lighting.
• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Strong customer service skills and professional phone etiquette.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities.
• Ability to understand customer needs, resolve concerns, and recognize when an issue requires escalation.
• Proficiency with computers, CRM systems, email, and office software.
• Ability to work effectively with office staff, sales representatives, and field teams.

Preferred: Experience with Google Calendar and Jobber CRM, estimate follow-up, and sales support.

Physical Requirements

• Ability to sit or stand for extended periods at a desk.
• Use of a computer and phone for the majority of the shift.
• Ability to occasionally lift up to 15 pounds, such as files or office supplies.

Schedule

Monday–Friday: 8:00 AM–5:00 PM
Saturday: 8:00 AM–12:00 PM

Compensation & Benefits

• $72,000 annual base salary.
• Performance-based incentives, with total potential annual compensation of up to $90,000. Incentive earnings depend on performance.
• Health insurance.
• Dental insurance.
• Paid time off.
• Professional development assistance.

Pay: From $72,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance

Application Question(s):

• Have you worked in a Landscaping business before?
• Are you familiar with landscaping maintenance services?
• Do you know landscape construction services?

Experience:

• Landscape design: 2 years (Required)
• Customer service: 4 years (Required)

Work Location: In person

Salary : $72,000