First Impressions Coordinator

First Impressions Coordinator (FIC) Job Description

1. Header Information

Job Title

First Impressions Coordinator (FIC)

Company Name

Wetlands Irrigation and Turf, LLC

Location

Galva, KS

Reports To

Stacy, Office Manager

2. Position Overview

As the First Impressions Coordinator, you own the first client experience for Wetlands Irrigation and Turf, LLC. You make sure calls, messages, scheduling details, lead entry, and office follow-through are handled accurately and professionally so our clients, crews, and managers can trust that nothing gets dropped.

3. Success Profile and Targets

You are successful in this role when client communication is prompt, accurate, and professional, and when the office helps the field run cleaner across Turf, Irrigation, Design/Build, and Snow.

• Inbound calls answered within 2 rings
• Missed call percentage kept below 10% during working hours
• All missed calls and voicemails returned same day if received before 4:30 PM, or by 10:00 AM the next business day if received after hours
• Same-day response to all emails and text messages
• 95% of clients confirmed before technicians arrive on site
• New leads entered accurately with complete source and service detail
• Work orders entered with 95% detail and accuracy
• Irrigation technicians scheduled and routed correctly
• Client issues resolved quickly, with increasing independence over time

4. Key Responsibilities

Client Communication and First Response

• Answer inbound calls within 2 rings with a professional tone and a smile in your voice.
• Return all missed calls and voicemails the same day if received before 4:30 PM, or by 10:00 AM the next business day if received after hours.
• Respond to all client emails and text messages the same business day.
• Capture accurate, detailed notes so client requests can be acted on correctly the first time.
• Protect the client experience by setting clear expectations, following through, and closing loops.

Scheduling and Routing

• Schedule irrigation work orders accurately in Real Green based on service priority, crew capacity, and urgency.
• Route irrigation service technicians efficiently so the day runs clean and rework is minimized.
• Confirm all appointments with clients so crews arrive with the right expectations set.
• Schedule callback work orders at a total discount when appropriate within your decision authority.

Lead Intake and Work Order Accuracy

• Enter all new leads accurately, including lead source, contact details, service request, and relevant notes.
• Build clean work orders with enough detail for technicians to execute without confusion or unnecessary follow-up.
• Maintain fanatical adherence to call log input and updates so the office and field always have current information.
• Complete over-the-phone turf care estimates as assigned.

Daily Expectations

• Answer calls, return missed calls, respond to messages, confirm appointments, and update the call log.
• Schedule and route irrigation work orders based on priority.
• Enter new leads and create accurate work orders with complete notes.
• Keep client communication current so no request stalls.

Weekly Expectations

• Review missed calls, confirmations, lead accuracy, and work order quality.
• Tighten routing and scheduling patterns with your leader as needed.
• Hand off complete and accurate work to irrigation service technicians.

Monthly Expectations

• Identify one process improvement that strengthens response time, detail accuracy, or client expectations.

Seasonal Expectations

• Support changing call volume and scheduling needs across irrigation, turf, snow, and holiday lighting workload.
• Maintain response speed, detail accuracy, and calm communication even during seasonal peaks.

Communication Norms

• Same-day response to all calls, emails, and texts during business hours.
• Fanatical adherence to call log input and updates.
• Clear, complete, timely handoff of work to irrigation service technicians.
• Immediate escalation of complaints or service issues when the cost to resolve is expected to exceed $250.

What a Great Day Looks Like

• You answer calls quickly, keep your tone calm and professional, and make every client feel taken care of.
• The schedule is accurate, technicians are routed cleanly, and clients know what to expect.
• Leads, work orders, and messages are entered with enough detail that the next person can act without rework.
• You solve routine issues on your own, escalate the right ones early, and follow through until the loop is closed.

5. Required Skills and Qualifications

• Customer-facing administrative experience
• Strong phone presence and professional written communication
• High attention to detail in data entry, scheduling, lead entry, and message-taking
• Ability to stay calm and accurate during interruptions and pressure
• Strong ownership and follow-through
• Ability to understand service priority and schedule accordingly
• Comfortable using software systems and learning new workflows quickly
• Coachable, self-aware, and reliable

6. Benefits

• Small business environment where your contribution is felt and appreciated
• BCBS Employee Health Insurance 70% Employer Paid
• Life Insurance fully paid
• PTO
• Paid Holidays