Customer Service Manager en Ziehler Landscaping LLC

Description

Location: Centerville, OH (On-site)
Schedule: Daytime Monday-Friday hours with occasional extended hours during peak season

Join a Team That’s Growing!

Ziehler Lawn Care is expanding its team and markets and seeking an experienced, driven Customer Experience Manager to lead and grow our customer service call center in Dayton, OH. This is your chance to shape the customer experience, drive retention, and lead a high-performing team of 5–10 representatives, while partnering with an experienced, passionate leadership team to achieve goals!

Since 1999, Ziehler Lawn Care has been a trusted name in residential lawn care. We’re proud to be family-owned and guided by our Core Purpose to Make Life More Enjoyable. Our services of fertilization, weed control, pest prevention, and aeration & seeding deliver an Unmatched Customer Experience to the Dayton, Cincinnati and Columbus markets. 

We’re Not Just Growing, We’re Winning!

We’re recognized for our people-focused culture:

• Lawn & Landscape Magazine Best Place to Work – 2024 & 2025
• Dayton Business Journal Best Place to Work – 2024 & 2025
• Cincinnati Business Courier Best Place to Work – 2025

What We Offer:

• Consistent daytime schedule
• Full benefits package: Medical, Dental, Vision
• Paid Time Off, Paid Parental Leave, and      Paid Voluntary Time Off
• Retirement planning with company match
• Ongoing training and collaboration
• Employee incentives and discounts
• Professional development opportunities
• A goal-oriented, fun atmosphere
• Team-building events

Why Ziehler?

We prioritize people, passion, and purpose! We have a solid foundation of growth (24% average annual growth since 2016!), quality customer service, and exceptional culture. 

What You’ll Do

As the Customer Experience Manager, you’ll combine strategic leadership with hands-on coaching to ensure the team delivers exceptional service:

• Hire, coach, develop and retain a team of 5–10      customer service representatives in the call center
• Conduct weekly call coaching sessions and on-the-spot      call audits to ensure quality, consistency, and adherence to standards
• Maintain and adjust strategies to achieve      customer satisfaction and retention goals in alignment with company      objectives and budget
• Respond to customer inquiries, reviews, concerns, and      comments across all channels, including social platforms
• Resolve escalated service issues, managing      adjustments, credits, and refunds
• Coach the team to identify inbound sales      opportunities and provide solution-focused guidance that enhances the      customer experience
• Track, analyze and present KPIS, trends and      recommended improvements to leadership to drive operational excellence
• Collaborate with sales and production leaders and      their teams to ensure seamless delivery and consistent customer experience

Requirements

 What You Need

• Minimum 3 years in a customer service or call center      leadership role with at least 3 direct reports
• High school diploma or equivalent; post-secondary      education a plus
• Strong communication, coaching, and leadership skills
• Critical thinking, problem-solving, and      decision-making abilities
• Ability to analyze data, track metrics, and present      actionable insights 
• Proficiency in Microsoft Office and CRM systems
• Must be 18 years or older and able to pass a      background check

Physical Requirements & Working Conditions

• Work on-site in Centerville, OH
• Adaptable to occasional extended hours during peak season
• Flexible to attend planned off-site training and professional development sessions