Customer Experience Coordinator

Position Summary

Local Handyman St. Louis is a woman-owned residential handyman company serving St. Louis County, St. Charles, and surrounding areas. Since opening in September 2025, we have grown to a team of six full-time W-2 handymen and continue to expand.

The Customer Experience Coordinator is responsible for customer communication and office coordination from the initial inquiry and beyond project completion. Our technicians assess, scope, and price the work in the field. This position manages the communication, scheduling, follow-up, and documentation that support each customer and project.

Key Responsibilities

•    Customer inquiries: Respond to calls, texts, and web inquiries within one hour during business hours. Gather the information needed to understand the request and determine the appropriate next step.

•    Customer records: Create and maintain complete customer and project records in Housecall Pro, including contact information, project details, photos, notes, appointment status, and follow-up activity.

•    Scheduling and routing: Schedule estimates and service appointments based on technician availability, required skills, project location, and urgency. Maintain an accurate schedule and limit unnecessary travel whenever possible.

•    Appointment coordination: Send confirmations, communicate arrival updates or delays, manage routine schedule changes, and ensure customers understand what to expect before each visit.

•    Estimate follow-up: Confirm that technician-prepared estimates are delivered, track their status, follow up consistently, document customer decisions, and route technical or pricing questions to the appropriate team member.

•    Project communication: Serve as the primary office contact for customers before, during, and after the work. Provide timely updates and coordinate approved next steps.

•    Customer concerns: Address routine service questions promptly and professionally. Escalate technical questions, scope changes, pricing exceptions, and significant customer concerns when needed.

•    Social media and online engagement: Monitor and respond to comments, direct messages, and reviews in the company voice. Collect project photos and details from the field to support the content calendar.

•    Customer retention: Conduct post-service follow-up and support repeat-customer, referral, and review requests in a consistent and professional manner.

•    Process improvement: Identify recurring workflow gaps, recommend practical improvements, and document office procedures so work is completed consistently.

Performance Expectations

•    Business-hour inquiries: Initial response within one hour

•    Appointments and schedule changes: Accurate scheduling and proactive customer communication

•    Open estimates: Documented status and a defined next follow-up action

•    Housecall Pro records: Complete, current, and accurate information

Qualifications

•    Three to five years of customer service, scheduling, or office coordination experience, preferably in home services or a residential trade such as HVAC, plumbing, electrical, roofing, remodeling, pest control, or restoration.

•    Practical knowledge of residential repairs and remodeling sufficient to document customer requests accurately and communicate clearly with customers and technicians.

•    Working knowledge of business social media, including responding to comments, messages, and reviews in a consistent brand voice.

•    Strong verbal and written communication skills, including the ability to handle difficult conversations professionally.

•    Demonstrated ability to organize a field-service schedule, manage competing priorities, and follow through on commitments.

•    Proven ability to work independently, manage a full workload without daily direction, and exercise sound judgment about when an issue requires escalation.

•    Comfort using field-service software, digital communication tools, and shared business systems. Housecall Pro experience is preferred.

•    Experience in real estate, property management, or a related field is a plus, particularly work that involved advising homeowners on repairs and improvements.

Growth Opportunity

This position is built to grow. We are an expanding company, and the person in this seat will own more a year from now than they do on day one. As responsibility grows, pay grows with it.

Depending on where your strengths land, some possibilities could include:

•    A higher hourly rate as you take on more of the customer relationship

•    Commission on estimates you follow up on and close

•    Ownership of a function such as customer communications, social media, or scheduling as the office team grows

•    A lead role over additional office staff as we add them

Compensation and Benefits

•    $20 to $27 per hour, depending on experience

•    Full-time W-2 employment

•    Health insurance benefits

•    Paid time off

How to Apply

Submit your resume and a brief example of a time you improved a customer service, scheduling, or office process. Describe the situation, the actions you took, and the result.