Customer Experience & Office Manager

CUSTOMER EXPERIENCE & OFFICE MANAGER

NUTRI-GREEN | KIEFER, OKLAHOMA

SALARY $55,000–$65,000 annually • FULL-TIME Monday–Friday, 8:00 AM–5:00 PM

Occasional Saturdays during peak seasons | On-site in Kiefer, OK (not remote)

Lead People. Build Better Systems. Make an Impact.

Nutri-Green is looking for an experienced, hands-on Customer Experience & Office Manager who can enhance our customer experience pledge and coach a high-performing office team of CSR’s.

This isn't a traditional office management position. We're looking for a proven leader who can take ownership of office operations, improve processes, develop people, and ensure our customer service team consistently delivers an exceptional customer experience.

You'll oversee our office and customer service operations, working closely with leadership to improve efficiency, strengthen customer relationships, and support the continued growth of the business.

The right person is confident in having challenging conversations, and willing to take ownership when something isn't working. You know how to balance supporting our customers through a positive customer experience and supporting your team through accountability.

This is an opportunity to take ownership of a critical area of the business, make a meaningful impact, and grow into broader leadership responsibilities as Nutri-Green expands.

Who We Are

Nutri-Green is an established, financially stable lawn care company with more than 20 years of service in the Tulsa area.

We're proud of our 4.9-star Google rating and the long-standing customer relationships we've built through integrity, service, and results.

We operate in the green industry, helping customers enjoy healthier lawns and pest-free homes. Our business experiences seasonal demand, requiring a team that can stay organized, productive, and responsive during periods of high volume.

We're a close-knit team that values professionalism, teamwork, accountability, and continuous improvement.

What You'll Be Responsible For

Customer Experience & Call Center Performance

• Lead the customer service team and oversee daily customer interactions.
• Monitor customer service performance, including call volume, speed to answer, hold times, abandoned calls, issue resolution, and customer retention.
• Use performance metrics to identify opportunities, improve productivity, and coach employees.
• Develop consistent expectations for handling customer concerns and difficult conversations.
• Oversee cancellation requests and customer retention efforts.
• Identify recurring customer complaints and implement solutions to prevent them.
• Ensure customers receive professional, timely, and consistent communication.

Office Operations & Process Improvement

• Oversee daily office operations, ensuring accuracy, efficiency, and follow-through.
• Build and implement SOPs, checklists, workflows, and training procedures from the ground up.
• Ensure established processes are consistently followed through audits, call reviews, follow-ups, and performance monitoring.
• Identify operational breakdowns and take ownership of correcting them.
• Evaluate existing systems and recommend improvements that increase efficiency and support company growth.
• Establish consistent procedures that allow the office to operate effectively without constant oversight from ownership.

Office Leadership & Accountability

• Take ownership of the daily performance and effectiveness of the office and customer service team.
• Establish clear performance standards and consistently address employee performance issues through coaching, documented warnings, and termination decisions when necessary.
• Directly train, lead, develop, and hold employees accountable for performance, productivity, and established expectations.
• Build a culture where employees take ownership of their responsibilities and consistently follow established standards.

Communication & Leadership Support

• Serve as the connection between office employees, field teams, and company leadership.
• Provide operational reporting, performance updates, and recommendations to VP of Operations.
• Communicate concerns, identify problems, and bring forward solutions.
• Make independent decisions within your area of responsibility while keeping leadership informed.
• Work collaboratively with the Management team to ensure effective communication and coordination between office and field operations.
• Support leadership with operational improvements and future growth initiatives.

What We're Looking For

This role requires someone with demonstrated leadership experience, not simply someone who has held a supervisory title.

Required Qualifications

• At least 2 years of direct leadership experience supervising a team of 2 or more employees.
• Experience managing daily employee performance, productivity, and accountability.
• Ability to enforce standards consistently and follow up to ensure procedures are being followed.
• Experience leading employees who handle customer calls or a high volume of customer interactions.
• Familiarity with customer service performance metrics and operational reporting.
• Strong written communication skills, including professional, accurate, and polished email and customer correspondence.
• Ability to manage competing priorities in a fast-paced environment.
• Compensation expectations within the approved salary range of $55,000 - $65,000. Quarterly performance incentives available.

Experience That Will Set You Apart

Preference will be given to candidates with experience in:

• Recurring-service industries such as lawn care, pest control, HVAC, plumbing, pool service, home security, property management, or similar industries.
• Managing seasonal fluctuations and periods of significant customer demand.
• Field-service CRM or scheduling platforms such as RealGreen, ServiceTitan, Housecall Pro, FieldRoutes, Jobber, or similar systems.
• Coordinating office operations with field service teams.
• Customer retention, cancellation-save programs, and coaching employees through difficult customer conversations.

Who Will Thrive in This Role?

You'll likely be successful here if you:

• A proven leader who has a passion for helping people.
• Can manage a busy customer service environment without losing sight of quality.
• Can balance being supportive of employees with maintaining high-performance standards.
• Believe accountability and consistency are essential to a strong team.
• Take ownership rather than making excuses.
• Enjoy building systems and improving processes instead of simply maintaining the status quo.
• Are confident enough to speak up when something isn't working, regardless of who is in the room.

Compensation & Benefits

Salary: $55,000–$65,000 annually with quarterly performance incentives

• Health, Dental, and Vision Insurance Plans Available
• Holiday Pay After 90 Days
• Earned PTO
• 401(k) with Company Matching
• $25,000 Company-Paid Life Insurance
• Paid Training and Professional Development
• Employee Assistance Program (EAP)
• SmartDollar Financial Wellness App
• Discounted Lawn Care Services
• Opportunities for Advancement

Important Position Details

• This is a full-time, on-site position in Kiefer, Oklahoma.
• Standard schedule is Monday–Friday, 8:00 AM–5:00 PM.
• Occasional Saturdays may be required during peak seasons.
• This position has direct responsibility for customer service personnel, performance management, and accountability.
• This role works collaboratively with other department leaders to move the company forward.

Apply Today

If you're an experienced leader who knows how to develop people, build accountability, improve systems, and deliver an exceptional customer experience, we'd like to meet you.

We're looking for someone who can take ownership, bring structure, develop a strong team, and help move our business forward.

We're looking for a leader who knows how to build a high-performing operation—not just manage an office.