Customer Solutions & Project Coordinator

Handyman Connection is seeking an organized, resourceful, customer-focused professional to join our team as a Customer Solutions & Project Coordinator. This position combines customer service, virtual estimating, sales support, and project management. The ideal candidate understands residential repairs and remodeling, enjoys solving problems, communicates clearly, and can manage multiple projects without losing track of the details. You will serve as a key connection between homeowners, craftsmen, sales, and operations—helping customers understand their options, preparing estimates for qualifying projects, and coordinating larger jobs from approved proposal through successful completion. Our mission is to improve homeowners' lives by helping them feel proud of, comfortable in, and connected to their homes. This position will work from 8am to 5pm Mon - Fri Mountain Time
Key Responsibilities
1. Virtual Estimating & Sales Support — 40% (bonus available based on sales results)

• Review incoming customer requests, photographs, videos, inspection reports, and project descriptions.
• Conduct virtual consultations to clarify customer needs, expectations, priorities, and budgets.
• Determine whether a project can be estimated virtually or requires an on-site assessment.
• Prepare accurate, detailed estimates for qualifying handyman and home repair projects using approved company pricing guidelines.
• Develop clear scopes of work, including labor, materials, assumptions, exclusions, and appropriate project allowances.
• Offer Good/Better/Best solutions when appropriate to help homeowners make informed purchasing decisions.
• Confirm required materials, labor assumptions, and craftsman capabilities before presenting estimates.
• Follow up on outstanding proposals, answer customer questions, and secure approvals.
• Coordinate with the Sales Director on complex remodeling opportunities, larger estimates, and opportunities requiring technical review.
• Maintain accurate estimate information, activities, and customer communications in Jobber.

2. Project Management & Coordination — 35%

• Manage assigned larger projects from customer approval through completion, working closely with the Operations Manager, Sales Director, and field team.
• Review approved scopes, budgets, labor expectations, material requirements, and customer commitments before work begins.
• Conduct project kickoff communications with customers and assigned craftsmen.
• Develop project timelines, milestone schedules, and task lists.
• Coordinate material selections, purchasing, delivery timing, and trade dependencies.
• Track project progress using Jobber, CompanyCam, and other approved systems.
• Monitor actual progress against estimated labor, materials, and project budgets.
• Identify potential delays, budget overruns, scope gaps, and customer concerns early.
• Prepare and document change orders for approval before additional work proceeds.
• Maintain regular communication with homeowners regarding progress, upcoming activities, and decisions needed.
• Coordinate milestone reviews, inspections, punch lists, and final walkthroughs.
• Verify that projects have appropriate completion documentation and are ready for final invoicing and closeout.
• Escalate technical, safety, workmanship, or financial issues promptly to the appropriate manager.

3. Customer Service & Relationship Management — 20%

• Answer incoming calls, email s, and customer inquiries as part of the customer service team.
• Provide professional, friendly, responsive communication throughout the customer journey.
• Qualify new leads and accurately capture project information.
• Explain the company's services, scheduling process, pricing approach, and warranty.
• Assist customers with scheduling consultations, estimates, and project updates.
• Resolve routine customer questions and concerns within company guidelines.
• Escalate complaints or disputes requiring management intervention.
• Identify opportunities for additional services, repeat business, and long-term homeowner relationships.
• Maintain complete and professional customer records.

4. Administrative & Operational Support — 5%

• Keep assigned Jobber records, project notes, documents, and follow-up tasks current.
• Participate in regular sales and production meetings.
• Prepare project status reports and flag jobs requiring management attention.
• Support continuous improvement of estimating templates, project checklists, and customer communications.
• Assist the broader customer service and operations team during peak demand.

Performance Expectations
Success in this position will be evaluated using a combination of customer satisfaction, estimating effectiveness, operational accuracy, project profitability, and timely follow-through.
Virtual Estimating

• Timely preparation and delivery of qualified estimates.
• Accuracy and completeness of project scopes.
• Estimate conversion rate.
• Appropriate handoff of technically complex work.
• Reduction in estimating rework caused by avoidable omissions.

Project Management

• Projects completed within approved scope and budget.
• Timely identification of schedule and cost variances.
• Complete documentation of approved change orders.
• Consistent, proactive customer updates.
• Timely project closeout and reduced unresolved punch-list items.

Customer Experience

• Prompt responses to customer inquiries.
• Positive customer feedback.
• Reliable communication and follow-through.
• Effective complaint handling and escalation.
• Strong internal coordination with craftsmen and management.

Required Qualifications

• Experience in customer service, estimating, construction coordination, project management, or a related field.
• Working knowledge of residential construction, repairs, maintenance, or remodeling.
• Ability to interpret photographs, measurements, project descriptions, and inspection reports.
• Strong organizational skills and ability to manage competing priorities.
• Excellent written and verbal communication.
• Comfortable discussing project budgets and pricing with homeowners.
• Competence with computer-based business systems and digital documentation.
• Strong attention to detail and commitment to accurate recordkeeping.
• Ability to work independently while collaborating with a team.
• Sound judgment regarding when to escalate technical or financial decisions.

Preferred Qualifications

• Experience with a handyman, remodeling, restoration, or residential construction company.
• Prior experience preparing residential repair estimates.
• Experience coordinating multiple craftsmen, subcontractors, or trades.
• Familiarity with Jobber, CompanyCam, and Microsoft 365.
• Experience managing customer expectations and construction change orders.
• Familiarity with residential building materials, labor estimating, and basic construction sequencing.

Decision-Making Authority
The employee may independently prepare and manage estimates within company-approved scopes, pricing guidelines, and assigned approval limits.
The employee is expected to identify issues and recommend solutions but must obtain appropriate authorization before:

• Committing to major changes in project scope or pricing.
• Approving discounts outside established guidelines.
• Authorizing unbudgeted project expenses.
• Making technical decisions requiring a licensed trade or qualified field professional.
• Committing to project timelines or deliverables that have not been confirmed with operations.
• Resolving financial disputes or customer claims outside approved authority.

Our Ideal Candidate
You are someone who sees a photograph of a damaged deck, a homeowner's repair list, or a complicated remodeling project and immediately starts organizing what needs to happen next.
You ask good questions, catch missing details, and don't make promises you can't keep.
You are comfortable talking with homeowners, coordinating with skilled tradespeople, and handling the unexpected challenges that come with home improvement.
Most importantly, you take ownership. You don't simply pass along a problem—you help move it toward a solution.
Employment Conditions
This position is subject to applicable company employment policies and the employee handbook. Employment is at will. Reasonable accommodations will be considered for qualified individuals with disabilities.
The duties described are representative of the position and may change based on business needs.