Customer Experience Coordinator

**Customer Experience Coordinator** **Big Wheel Handyman \| Denver MetroPart\-Time \| $21\-$26/hour DOE \| W\-2 \| Primarily Remote** **Help Us Take Great Care of Our Customers** Big Wheel Handyman is a family\-owned handyman company serving the Denver metro area. We’re growing, and we’re looking for someone who can take ownership of an important part of our business: the customer experience. At Big Wheel Handyman, our guiding values are Communicate, Care, and Repair. In this role, you’ll be especially responsible for the first two. That means making sure customers are well communicated with, genuinely cared for, and supported throughout their experience with us. This is more than an answering\-the\-phone position. You’ll help give customers a 5\-star experience from their first contact with Big Wheel through estimating, scheduling, service, and follow\-up. You'll also help our technicians stay informed and our schedule running smoothly. We’re looking for someone who is warm and professional with customers, extremely organized, learns quickly, and follows things through to completion. The position will start part\-time, with the intention of growing into a full\-time position as the role and company expand, with opportunities for increased responsibility and growth over time. **What You'll Do** You'll gradually take ownership of responsibilities including: **Customer Communication** * Answering and returning customer calls * Responding to texts, emails, voicemail, and new inquiries * Making outbound calls when appropriate * Following up with customers after projects * Helping request reviews and maintain long\-term customer relationships **Scheduling \& Logistics** * Scheduling and rescheduling projects * Keeping customers informed when schedules change * Helping identify and fill openings in the schedule as you grow into the position * Owning open customer needs from one step to the next so callbacks, follow\-ups, scheduling, and other commitments don't fall through the cracks **Estimate \& Service Support** * Gathering the information we need to estimate projects * Preparing straightforward estimates using our established pricing * Following up on estimates and customer inquiries * Supporting technicians with customer and scheduling communication during the day * Asking customers whether there is anything else they'd like us to look at while we're there * Working with customers when they feel like something went wrong. You won't be expected to know how to solve every handyman problem. Our owner and experienced technicians will continue handling complex estimates and technical conversations when needed. Your job is to know what you can handle, recognize what you don't know, and make sure the customer gets to the right next step. **Who We're Looking For** We're looking for someone with previous office\-based customer service, administrative, scheduling, or coordination experience who: * Bring hands\-on experience working with