Job Overview
LOPCO Contracting is seeking a personable, organized, and proactive Client Experience Coordinator to serve as a trusted liaison between our clients and our company throughout the customer journey. This role is responsible for strengthening client relationships, maintaining consistent communication, supporting LOPCO's reputation, and ensuring clients feel informed, valued, and connected from the moment a project is sold through project completion.
The Client Experience Coordinator will help transform the period between project sale and project start into a positive, engaging experience while also supporting the company's community presence, online reputation, website content, client outreach, and brand initiatives. Because this role serves as a key point of contact for clients throughout their project journey, experience in residential construction, home improvement in general, or the trades is strongly preferred. The ideal candidate can confidently communicate with clients, understand common project-related questions, and help bridge communication between clients and project teams.
Key Responsibilities
Client Relationship Management
· Serve as the primary point of contact for clients between project sale and project start.
· Conduct proactive client touchpoints to provide updates and maintain engagement throughout the project journey.
· Ensure clients feel informed, supported, and valued throughout the pre-project process.
· Answer basic questions and coordinate communication with internal teams when needed.
· Follow up with clients after project completion to gather feedback and ensure satisfaction.
· Help identify opportunities to improve the overall client experience.
· Welcome new clients to the LOPCO process and provide guidance regarding next steps following project sale.
· Serve as a resource for clients throughout the onboarding process and help ensure a smooth transition from sale to project execution.
Residential Project Communication
· Communicate proactively with clients regarding project timelines, scheduling updates, and next steps.
· Answer basic project-related questions and ensure clients know what to expect throughout the process.
· Coordinate with project managers, sales staff, and field teams to provide accurate and timely updates.
· Escalate technical or scope-related questions to the appropriate team members when necessary.
· Help create a smooth and positive experience from project sale through project completion.
Administrative & Project Support
· Maintain accurate client, project, and communication records within company software systems and databases.
· Upload and organize client information, project details, photos, documents, and notes.
· Assist in ensuring project information is properly documented and accessible.
· Support client communications and project-related administrative tasks.
· Help ensure client profiles, project records, notes, photos, and communication history remain complete and organized.
Social Media & Brand Presence
· Assist in maintaining LOPCO's social media presence with professionalism and community engagement.
· Monitor and respond to messages, comments, and inquiries when appropriate.
· Share company updates, project highlights, community involvement, and client success stories.
· Ensure public-facing communication reflects LOPCO's values and customer service standards.
· Support brand awareness and a positive reputation.
Website & Content Management
· Coordinate publication of Tom's weekly home improvement articles.
· Help ensure website content remains current and professional.
· Assist with blog management and content organization.
· Distribute client communications, newsletters, and educational content.
Communication & Outreach
· Support client outreach initiatives through email, text messaging, and other communication channels.
· Assist with communication campaigns designed to keep clients informed and engaged.
· Respond to incoming inquiries professionally.
· Utilize company software to create, schedule, manage, and monitor client text message campaigns.
· Collaborate with sales and project teams to ensure communications are timely and accurate.
· Assist with scheduling consultations, follow-up conversations, and appointments when appropriate.
Reputation & Referral Development
· Request and track customer reviews following project completion.
· Support customer testimonial collection and client success stories.
· Assist with referral outreach and customer appreciation initiatives.
· Help strengthen long-term client relationships that generate repeat business and referrals.
Community Engagement
· Represent LOPCO professionally within the communities served.
· Support community events, partnerships, and outreach opportunities.
· Strengthen relationships with clients, referral partners, and community members.
· Serve as an ambassador for the LOPCO brand both online and in person.
What This Role Is Not
· Content creator, influencer, or personal brand-building position.
· Graphic design or video production role.
· Digital marketing specialist focused on advertising campaigns or lead generation.
· Social media manager creating large volumes of original content.
· Project manager overseeing work in the field.
· Sales position responsible for closing contracts.
· Purely administrative office role with limited client interaction.
Qualifications
Required
· Excellent verbal and written communication skills.
· Strong interpersonal and relationship-building abilities.
· Highly organized with strong attention to detail.
· Professional, positive, and service-oriented mindset.
· Friendly, professional, and confident phone presence.
· Ability to work independently while exercising sound judgment and initiative.
· Ability to manage multiple priorities and maintain consistent follow-through.
· Comfortable working in a dynamic environment with shifting priorities and evolving responsibilities.
· Strong computer skills and comfort learning new software systems and technology platforms.
· Comfort communicating via phone, email, text, social media, and in-person interactions.
Preferred
· Experience in customer service, client relations, hospitality, communications, or brand representation.
· Residential construction, home improvement, or trades experience strongly preferred.
· Understanding of painting, carpentry, deck restoration, remodeling, roofing, and home improvement projects definitely a plus.
· Experience serving as a liaison between customers and operations teams.
· Experience with CRM, project management, or customer communication platforms.
· Experience using JobTread or similar project management software is a plus.
· Experience managing customer communication campaigns via email, text, or CRM systems is a plus.
Success in This Role Looks Like
· Clients consistently feel informed, supported, and connected.
· Communication gaps between project sale and project start are eliminated.
· Clients view LOPCO as responsive, professional, and trustworthy.
· Positive reviews, referrals, and repeat business continue to increase.
· LOPCO's online presence remains active and professional.
· Clients become enthusiastic advocates for the LOPCO brand.
Employment Type: Full-Time
Hours: 8AM-4:30PM Monday - Friday
Reports To: Owner's Assistant
Compensation: $20/hr + company benefits
Pay: Up to $20.00 per hour
Work Location: In person
