Company Overview

Bratt Tree is a family-owned and operated tree service company with a consistent history of growth. We serve residential, commercial, and municipal clients, differentiating ourselves through continuous process improvement and innovative technology to enhance team and client experiences.

Job Summary

The Operations and Customer Service Manager will lead a remote office team, including Customer Service Representatives, Schedulers, Dispatchers, and other remote staff, to deliver exceptional client experiences and operational efficiency. This in-office role requires a proactive leader who leverages technology, including Service Titan and Monday.com, to manage remote operations, coach their team, and collaborate across departments to support Bratt Tree’s growth and client-focused mission.

Key Responsibilities

• Team Management: Oversee a remote team of 4-8 staff, including Customer Service Representatives, Schedulers, Dispatchers, and other remote workers, fostering a collaborative and high-performing virtual environment.

• Client Experience: Serve as the primary support for resolving client issues, collaborating with other managers to ensure a world-class customer experience.

• KPI Implementation and Training: Develop, implement, and train remote team members on department KPIs related to client experience, booking rates, and efficient field team scheduling.

• Sales Scheduling Oversight: Ensure the remote Customer Service team successfully books sales requests using the provided script framework, providing weekly 1-to-1 virtual coaching and reviewing client call recordings to enhance performance.

• AI System Management: Manage AI-driven online and phone sales scheduling systems, ensuring seamless operation and resolving issues, particularly during high-demand periods like inclement weather.

• Service Titan Expertise: Become a subject matter expert in Service Titan, our world-class ERP, to manage and monitor the client experience from start to finish.

• Monday.com Project Management: Track remote team and project progress using Monday.com, ensuring tasks and projects stay on schedule.

• Texting Automation: Oversee texting automation systems to manage client communications, including marketing to existing clients, reminding clients of open proposals, and facilitating scheduling efforts.

• Leadership Representation: Represent the remote scheduling and customer service team at daily leadership huddles, contributing insights and updates via virtual meetings from the office.

• Process Improvement: Continuously collaborate with the remote team to refine processes and procedures for greater efficiency and client satisfaction.

• Accounting Support: Assist the accounting team with timely processing of customer invoices, ensuring mailed payments are entered and deposited, and maintaining current accounts receivable.

• Hiring and Onboarding: Support interviewing, hiring, and onboarding new remote team members in collaboration with department managers.

• Marketing Support: Assist the President and CFO in managing the marketing budget and attending marketing-related meetings to provide operational insights.

Qualifications

• Proven experience managing a remote team of 3-8 people, preferably including customer service representatives.

• Strong appreciation for technology and ability to leverage tools like Service Titan, Monday.com, and AI systems to improve remote operations.

• Collaborative team player who thrives on autonomy, proactively driving initiatives and celebrating remote team success.

• Exceptional communication skills with a professional demeanor, particularly in virtual settings.

• Comfortable multitasking, adapting to new responsibilities, and learning new systems.

• Experience in customer service management and process improvement in a remote environment.

• Ability to work in-office at our headquarters, contributing to a dynamic and growth-oriented environment while managing a remote team.

Why Join Bratt Tree?

Join a rapidly growing, family-owned company that values innovation, teamwork, and delivering exceptional client experiences. As the Operations and Customer Service Manager, you’ll play a pivotal role in shaping our processes, mastering cutting-edge tools like Service Titan and Monday.com, and leading a remote team to drive our mission forward from our office.