Customer Experience Coordintor

Handyman Connection of Bozeman, MT•Bozeman, MT

1d•$22 - $27•Onsite

About The Position

Handyman Connection of Bozeman is a locally owned home repair and remodeling franchise serving customers across Gallatin Valley. We are building this business from the ground up, and our Customer Experience Coordinator is at the center of it. You are the first voice customers hear when they call, and you play a key role in delivering our brand promise. We want to be the company Gallatin Valley homeowners call first and recommend to their neighbors, and we want to build a profitable, well run business within our first three years. That happens one booked job and one happy customer at a time, which is exactly where this role sits. The position starts at 25 to 30 hours per week with room to increase as call volume grows, and it can expand into full time hours and greater responsibility in office operations for the right person. You will learn the business alongside the owner, not layers away from it.

Requirements

Strong communication and listening skills, on the phone and in writing.
A friendly, professional demeanor that makes customers feel confident choosing us.
High attention to detail and the ability to juggle multiple tasks.
Comfort making outbound calls and following up.
Proficiency with Microsoft Outlook, Excel, and Word.
Self motivation and the ability to stay on task without constant supervision.

Nice To Haves

CRM or scheduling software experience is a plus.
Customer service, office administration, or call center experience preferred but not required.
Construction or home service background is a plus.
Basic familiarity with home repairs and remodeling preferred but not required.

Responsibilities

Answer and manage incoming calls, handling questions, job requests, and scheduling.
Coordinate jobs so the right craftsman is matched to the right job.
Make outbound calls to follow up on estimates and convert leads into booked jobs.
Use approved call scripts to deliver a consistent brand experience.
Maintain accurate customer and job details in our scheduling and Customer Relationship Management (CRM) software.
Handle customer concerns professionally so every customer stays a customer.
Communicate and coordinate job details with craftsmen in the field.
Keep customer records, job notes, and scheduling data clean and organized.
Meet or exceed monthly booking and satisfaction goals.
Grow into Job Estimation.
Track and maintain job scheduling data.

Benefits

Flexible schedule
Opportunity for advancement
Training & development
Bonus based on performance
Free uniforms
Competitive pay plus a real bonus program. We offer $22-$27 per hour depending on experience, plus bonuses tied to completed estimates, signed jobs, customer satisfaction, and craftsman satisfaction. Targets and payouts are defined with you at hire based on your experience.
Growth runway. We start at 25 to 30 hours per week with the ability to increase hours as the business grows and provide training and coaching to expand responsibilities and work efficiently.
Work directly with the owner. Local ownership means a direct line to decisions, real input on how we operate, and no corporate bureaucracy.
Modern tools. Use scheduling and customer management software so nothing falls through the cracks.
Supportive team. Our office staff, craftsmen, and owner work as one team.