Sales and Customer Service Manager [HT-995019]

SUMMIT LAWNS

SALES AND CUSTOMER SERVICE MANAGER

Summit Lawns is doubling fast and were looking for the sales and customer service leader who can take a solid foundation and elevate it to the next level. Youll lead our phone-driven sales team and our account managers tighten our systems upgrade our tools/technology and refine the workflows that drive conversion service and long-term retention. What weve built is already strong. Now we need someone who will coach daily improve the playbook bring consistency and grow a department ready for its next jump. If you want the challenge of improving something good and turning it into something exceptional this might be your seat!

WHO YOU ARE:

• You Take Ownership and Act With Initiative: You dont wait to be told what to do. You spot gaps tighten the process and move quickly to make things better. Growing fast can feel messy or unorganized at times. Building the plane while flying it doesnt rattle you. Its exciting to own the department: the people the systems the performance the wins and the misses.
• You Lead Through Care Accountability and Relentless Coaching: Bringing out the best in people totally fuels your fire. Its the best! And you do it with a mix of genuine care and high standards. You give direct feedback address issues before they fester and follow up until the improvement sticks. Coaching is part of your daily rhythm: listening to calls running role-plays and building team confidence. Your pride is building a team that closes deals without you.
• Youre a Master of Ethical Phone Sales: Youre an excellent teacher to the psychology of highly effective phone sales: tone pacing objections curiosity excellent question framing and closing the sale. Under your coaching and call scripts clients are thrilled to choose Summit not pressured into it.
• You See Patterns and Build Better Systems: You watch the numbers because they tell the real story: conversion retention response times follow-up discipline etc. You spot the gaps refine the workflow tighten the scripts and adjust expectations until the system runs smoothly. You dont launch ideas and hope. You implement test and improve until desired results become predictable.
• Youre Tech-Forward and Not Afraid of Tools: Youre comfortable owning the sales and customer service tech stack including phone systems call recordings dashboards and CRM reporting. You use technology including AI coaching tools to support visibility and skill development without replacing human connection.
• You Keep it Fun: Coaching systems and results talk aside youre not a snoozefest or a dweeb. You make work fun for your teams! Results matter but so does enjoying the ride. You know how to create an environment for both.

If you want a role where your fingerprints are on every win and your leadership changes the trajectory of a $10M rocket ship if you love shaping a team into a disciplined confident high performing force.. if ownership and improvement of an entire sales and customer service department gets your heart pumping then strap in. This seat will build something real something lasting something big. This might be your dream job!

CORE RESPONSIBILITIES

Include but are not limited to:

Sales Leadership & Revenue Growth

• Lead manage and hold accountable all Inside Sales Reps CSRs and Residential and Commercial Account Managers
• Support revenue growth and client/package count by service line through stronger execution and coaching
• Increase lifetime customer value by leading proactive outbound campaigns to mine our database (lost leads dormant leads cross-sell existing clients) particularly during slow periods

Customer Experience Leadership & Client Retention

• Own the end-to-end customer service experience from first contact through long term retention across calls texts emails and service requests
• Reduce churn and improve loyalty by building systems and standards that strengthen satisfaction and consistency
• Ensure customers feel informed supported and confident choosing Summit Lawns

Team Leadership & Coaching

• Coach the phone team and account managers through call reviews role play and regular 1:1s
• Build confident communicators who sell and serve with consistency and integrity
• Develop future leaders and strengthen bench depth within the department
• Create a culture of accountability growth and continuous improvement

Systems Data and Tech Ownership

• Own the sales and call center technology stack CRM reporting with primary responsibility for the phone system call routing recordings and call analytics
• Establish and maintain call scripts objection frameworks and follow-up standards tied directly to phone performance
• Use reporting and AI-supported tools to improve coaching effectiveness conversion retention and service quality

Cross-Functional Alignment (Marketing Sales Ops Admin)

• Align sales volume messaging and expectations with Operations capacity
• Partner with Marketing Operations and Admin to ensure a seamless customer journey and clear handoffs
• Be a key participant in strategic leadership meetings and bring clear sales performance forecasts risks and solutions

SUCCESS MILESTONES

• 90 Days: Build trust with all direct reports through weekly 1:1s. Learn Summits CRM / tech stack services pricing and operational constraints. Take ownership of call coaching escalations and cancellation saves. Hire and onboard initial inside sales reps. Own weekly team meetings for the department.
• 6 Months: Implement and document call scripts follow-up standards and cancellation recovery playbooks. Improve conversion rates and response times through coaching and structure. Identify and execute 2-3 key improvement projects.
• 9 Months: Run a stable disciplined sales and customer service department with predictable performance and clear accountability. Improve retention and customer lifetime value while developing internal bench strength. Stay tightly aligned with Operations.
• 1 Year: Fully own revenue and retention outcomes understanding the seasonality of the industry. Confidently using data reporting and phone system insights to refine workflows improve performance and drive major strategic decisions.

** This is a full-time in-person position based in Lincoln NE. **

QUALIFICATIONS

Required

• 3 years of experience leading or managing a sales team in a high-volume phone-based environment.
• Strong background in phone-based sales including objection handling and closing with the ability to coach others through call reviews and role play.
• Experience holding teams accountable to performance metrics expectations and follow-through.
• Proven experience supporting implementing or project-managing improvements to sales or call-center technology including phone systems CRM tools and reporting.
• Ability to handle customer escalations cancellations and difficult conversations with empathy and clarity.

Preferred

• Experience overseeing both sales and customer service functions with a clear understanding of how the two work together.
• Background in home services trades hospitality SaaS or other recurring-revenue businesses.
• Experience partnering cross-functionally with Marketing Operations or Admin teams.

Desired

• Experience improving conversion rates retention or customer lifetime value

Who is Summit Lawns

A Message from the CEO Ted Glaser:

The lawn care and landscaping industry as a general collective has a smudge on it. Riddled with unprofessionalism grimy and dirty dudes rusty trucks unmet expectations and poor customer experiences. Sounds pretty lame right

At Summit Lawns were on a mission to build a new generation of lawn care. You can have a gorgeous yard that youre not embarrassed of with a Chick-Fil-A level customer service. We make lawn care sexy and cool through technology casual/fun/innovative interactions with our clients and frankly having some pride in our appearances. Were the highest rated lawn care company in the entire state of Nebraska and a multi-year Inc 5000 company. Were on a journey to build Nebraskas largest and most impactful residential lawn care company by 2030.

Through a few passion projects were significantly impacting our community. Check it out:

Random Acts of Clean Up - We revitalize and clean up overgrown homes and landscapes at no cost to the resident.

Snow Angels - We provide free snow removal all winter long for neighbors in need.

Its kind of cool to have a job thats so wildly visual and so intensely appreciated when done well.

Just over 10 years ago we were nobody. We didnt exist. Since that time weve grown to be the largest lawn care company in Lincoln and now our sights are set much further. Were building something big something that positively impacts every community we enter.

Our mission matters now more than ever. And thats why we need YOU! A leader who loves accountability and coaching up team members. A leader who can mobilize and rally a sales team towards a big goal. What YOU do matters!

So you tell us. Do you want to:

• Be part of an exciting fast paced growth story and build something big
• Work for a company that provides real tangible impact to its community
• Disrupt an entire industry thats operating primitively and asleep at the wheel
• Change the lives of employees in an industry thats sadly considered to be a dead end

If this sounds like you then lets talk.

Ted Glaser CEO

Summit Lawns

Summit Lawns Core Values:

1. No Crew Left Behind: We are helpful to each other even if its not our job. Someone else is having a hard time and needs an extra hand to finish out the day No problem we got you homie. Were open to take on new tasks and work together as a team to knock out anything even if its not part of your regular job.
2. Own It: We play to win. We are accountable to results the score and own how our actions and energy impact the team. Mess up on the job Thats ok we all make mistakes! Take ownership of the mistake and participate in fixing the problem.
3. Embrace the Suck: Lets face it were not always working in an air conditioned office. The fact is we work outside in rain snow and sunshine. We chose this job so lets have some fun with it! Splash in a puddle throw a snowball slap a smile on your face and lets finish the job together with a positive attitude (even when equipment breaks). Enjoy the ride.
4. Dont be a D**k: This pretty much means what it says. Were all about treating each other and our customers with respect being responsible and having a sense of humor.
5. No Lawn is as Good as a Summit Lawn: In everything you do do it to the best of your ability. Work with excellence and pride and show the world that no one else does it as good as we do.

Compensation: Base salary of $80000$90000 plus performance-based incentives tied to net client growth by service line churn reduction revenue growth and overall team performance. On-target earnings are expected to range from approximately $105000$120000 based on performance.

Benefits: Benefits Allowance PTO Weekly Paychecks Exposure to and Paid Exclusive Learning and Ongoing Education/Professional Development

JOB CODE: Summit Lawns