Quality Manager

Reports to: Director of Sales and Customer Service

Works with: Team Leads, Operations Manager, Sales Team, Customer Service

Pay: $65,000 base + 5% commission on new sales (paid as produced) + bonus (TBD)

Schedule: Monday–Friday, 6:30 AM–4:00 PM

The Quality Manager is FineTurf's turf expert and owns every lawn, service, and cancel issue. Billing and account questions stay with Customer Service. When a customer has a complaint, wants to cancel, or needs answers, the Agronomist figures out what's happening, makes sure it gets fixed, and keeps the customer on service.

1. Own every service call. Every service call and complaint comes to you first. Decide who handles it, assign it, and follow up until it's resolved, within 48 hours. You route only your own service calls; the Operations Manager routes the calls you assign to others.
2. Save cancels. Contact every customer who asks to cancel, find the real reason, and fix what can be fixed.
3. Be the turf expert. Diagnose lawn problems on site, explain them in plain terms, and be the go-to resource for the company's turf and product questions. Create turf training material and train the Team Leads so the Team Leads can train their team.
4. Support sales. Evaluate properties and handle on-site sales meetings (about 1–4 per week).
5. Check records and tech notes. Every day, make sure completed stops have all products entered in Real Green, and grade technicians' notes and condition codes.

• Time from complaint to resolution
• Cancel rate
• Customer satisfaction and reviews
• Complaint Tracker kept complete and current

• Strong knowledge of turfgrass, weeds, disease, insects, fertility, and irrigation
• Calm, confident communication with upset customers by phone and in person
• Highly organized: every open issue tracked until it's closed
• Comfortable splitting time between the field and the office

• 2 or more years of lawn care or turf application experience
• Success leading and developing a team
• Strong knowledge of turf, weeds, and correct product mixing and application
• Valid driver’s license with a clean driving record
• Organized and comfortable using technology
• North Carolina pesticide license required
• Positive, adaptable attitude and a solutions-focused leadership style
• Results-driven and self-motivated
• Customer service experience