Client Representative

SouthWest Landscape, Inc.; Los Angeles (CA); Presencial; USD 65.000 - 100.000; Jornada completa

Descripción de la vacante

SouthWest Landscape, Inc. is seeking a Client Representative to own client relationships for a portfolio of maintenance accounts in Southern California.

You will be the single point of contact for service quality, property needs, irrigation issues, and contract administration, reporting to the VP of Client Services. In this role you will conduct client walks, respond within a day, develop enhancement proposals in Aspire, manage an active enhancement pipeline, coordinate with operations on

Formación

• Minimum 3 years of client management or landscape operations experience.
• Strong knowledge of horticulture, irrigation, and maintenance standards in Southern California.
• Ability to manage a portfolio with multiple open issues and deliverables.
• Willingness to learn Aspire, WeatherMatic, Nexus, and Microsoft 365.
• Valid California driver's license with clean driving record.

Responsabilidades

• Serve as the primary contact for all assigned client accounts from contract signing to renewal.
• Conduct regular property visits to assess service quality and identify improvement opportunities.
• Respond to client communications within one business day and provide status updates.
• Track proposals and enhancements in Aspire and manage the enhancement pipeline.
• Coordinate with Operations to schedule improvements and close open issues.
• Maintain organized records of tasks, requests, and status updates in Aspire.

Conocimientos

Client management

Account management

Landscape operations

Herramientas

Aspire

WeatherMatic

Nexus

Microsoft 365

Descripción del empleo

Founded in 1982, SouthWest Landscape, Inc is a family owned and generated company proudly serving communities across Southern California, including Orange County, Los Angeles, and the Inland Empire. What started as a small local operation has grown into a full service landscape company with division specializing in Maintenance, Tree Care, Development & Enhancements, and Support Services.

Our success is rooted in our people. We take pride in creating a safe, professional, and supportive work environment where every employee from field crews to management has the opportunity to grow and succeed. At SouthWest Landscape, we combine decades of industry expertise with modern tools and technology to deliver exceptional quality, reliability, and customer care to our clients.

We believe in teamwork, integrity, and continuous improvement values that shape our culture and the way we do business every day.

Job Summary

The Client Representative is the primary owner of all client relationships for the assigned portfolio of maintenance accounts at SouthWest Landscape. This position is the single point of contact for clients on all matters related to service quality, property needs, enhancement opportunities, irrigation issues, and contract administration.

The Client Representative is accountable for client retention, account performance, and enhancement pipeline development. This role carries a dotted-line reporting relationship to the VP of Client Services for alignment on client service strategy and communication standards. Success is defined by clients who renew, refer, and trust SWL to manage their properties without constant follow-up.

Responsibilities

CLIENT RELATIONSHIP MANAGEMENT

• Serve as the primary point of contact for all assigned client accounts; own every client relationship in the portfolio from contract signing through renewal.
• Conduct regular client job walks and property inspections to assess service quality, identify opportunities, and reinforce the client's confidence in SWL's work.
• Respond to all client communications within one business day; provide proactive updates on open requests, pending proposals, and property issues.
• Identify and address service concerns before they become complaints; when issues arise, take ownership of resolution and communicate a clear timeline to the client.
• Conduct proactive retention conversations for accounts approaching renewal; no contract renewal arrives without a prior documented client touchpoint.

PROPOSAL & ENHANCEMENT PIPELINE MANAGEMENT

• Identify enhancement opportunities during property visits and client conversations; prepare accurate, professional enhancement proposals in Aspire and present them to clients within two business days of the site visit.
• Maintain an active, current enhancement pipeline; no proposal sits without documented activity beyond 30 days.
• Partner with the Operations Manager on enhancement scope and scheduling logistics; do not commit to enhancement timelines without confirming capacity first.
• Track all proposals in Aspire from creation through close; update proposal status immediately when a decision is made.

IRRIGATION & PROPERTY ISSUE FOLLOW-THROUGH

• Identify and document all irrigation issues, property concerns, and client requests discovered during job walks or communicated by the client; enter every issue into Aspire same day.
• Coordinate with the Operations Manager and Irrigation Technicians to ensure open issues are assigned, scheduled, and resolved; follow up to confirm resolution and communicate the outcome to the client.
• Maintain zero unresolved irrigation or property issues without a documented next step or status update.

TASK & WORKFLOW MANAGEMENT

• Maintain a complete, current, and organized record of all open tasks client requests, internal follow-ups, pending proposals, and outstanding items using Aspire as the primary tracking tool.
• Ensure no open task exceeds three business days without a documented status update.
• Plan weekly schedules intentionally balancing field visits, client communication, proposal writing, and administrative follow-up; field visits must be purposeful and planned in advance.
• Make work status visible to the Branch Manager at all times through Aspire without requiring special preparation.

TECHNOLOGY & SYSTEMS

• Use Aspire as the primary system for all client account management property records, proposals, open issues, task tracking, and enhancement pipeline; maintain complete and current records at all times.
• Use WeatherMatic and Nexus to stay informed on irrigation system status for assigned properties; surface alerts to the Operations Manager and Irrigation Technicians without delay.
• Use Microsoft 365 tools for proposal writing, reporting, and client communication; maintain a professional standard in all written client-facing materials.

Requirements

• Minimum Qualifications
• Minimum 3 years of experience in client management, account management, or landscape industry operations in a client-facing role.
• Strong working knowledge of horticulture, irrigation, and landscape maintenance standards applicable to Southern California.
• Demonstrated ability to manage a portfolio of client accounts with multiple open issues and deliverables simultaneously.
• Proficiency in or ability to learn Aspire, WeatherMatic, Nexus, and Microsoft 365 within the established onboarding period.
• Valid California driver's license with clean driving record; ability to conduct regular property visits and job walks.
• Bilingual English/Spanish strongly preferred.
• Ability to pass background check and pre-employment screening per SWL policy.

Preferred Qualifications

• Prior experience with Aspire, WeatherMatic, or Nexus.
• Knowledge of HOA or commercial property management client relationships.
• Certified Landscape Professional (CLP) or equivalent.