Description:

The Quality Assurance Caller supports the Customer Success Team by conducting follow-up calls with customer locations to assess the quality of landscaping and snow services. This role is responsible for collecting, documenting, and communicating customer feedback to the Account Management team to drive continuous improvement.

Essential Duties and Responsibilities:

• Conduct scheduled quality assurance calls to assigned customer locations to evaluate service satisfaction, identify improvement opportunities, and ensure company standards are consistently met.

• Administer and accurately record standardized survey responses using Airtable and Excel, maintaining detailed, organized, and up-to-date data for tracking quality metrics and performance trends.

• Communicate customer feedback and service concerns in a timely and professional manner to the Account Management team, providing clear summaries and actionable insights to support issue resolution and enhance client relationships.

• Coordinate follow-up actions and reporting through Outlook and other communication tools to ensure all identified concerns are addressed, documented, and closed out in alignment with company procedures and customer expectations.

Minimum Qualifications:

1-year related experience and/or training in customer service; or equivalent combination of education and experience. Excellent verbal communication and attention to detail. Strong organizational and time management skills.

Technical Skills:

Proficient in Microsoft Office Applications and applicable software systems. Experience with Airtable is preferred.

Work Environment / Physical Requirements:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This position works in an environment with moderate noise level. (Examples: business office with computers and printers, light traffic). Usual office environment with frequent sitting, walking, standing, and occasional climbing, stooping, kneeling, crouching and balancing. Frequent use of eye, hand, and finger coordination enabling the use of office machinery. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as telephone. The employee must occasionally lift and /or move up to 20 pounds. Ability to read and understand work instructions.

Note: Nothing in this job specification restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.

Requirements:


Equal Opportunity Employer, including disability/protected veterans