Client Experience & Operations Coordinator Knaughty Log Restoration Full-Time We restore log homes. Not generic houses. Not cookie-cutter projects. The kind of homes people have owned for generations, built from scratch as a dream, or inherited from someone they loved. Our clients aren't buying a commodity service. They're trusting us with something that matters to them. Our sales team closes the project. Our crews perform the work. This role owns the client experience and coordination that connects everything in between. From the day a client signs their proposal through scheduling, project preparation, production, and final closeout, you are the person helping make sure they feel informed, remembered, and taken care of. Your job is to make sure clients know where they stand, what happens next, and who is paying attention.

Our standard is simple:

Clients should never feel like they have to chase us for information. We're in construction. Weather happens. Projects run long. Hidden conditions get uncovered. Schedules change. Clients get nervous. There will be days when you don't have the answer they want. Your job isn't to make construction perfectly predictable. Your job is to communicate clearly, stay ahead of problems, and maintain confidence when things aren't perfectly predictable. What This Role Actually Is This is not a receptionist position. It is not simply answering emails, updating a CRM, or sending scheduling messages. And it is not a low-pressure administrative job. This is a client experience and operations role for someone who enjoys taking ownership of a lot of moving pieces. You'll be the connective tissue between our clients, sales team, field crews, and management. A great person in this seat doesn't wait for someone to tell them that a client needs an update. They notice it. They don't forward every problem to someone else. They figure out what they can solve, get the information they need, communicate clearly, and close the loop. They don't just record what happened. They help make sure the right thing happens next. What You'll Own A major part of your job will be managing our signed-client pipeline and making sure every project continues moving toward production.

That includes things like:

Onboarding newly signed clients and explaining what happens next Sending and following up on deposits and other required information Maintaining accurate client records in Pipedrive and our other systems Keeping our production and scheduling boards current Providing proactive updates to clients waiting for their project to begin Confirming upcoming project windows Calling clients when schedules change or when a conversation is better handled personally Making sure photos, selections, documentation, and decisions are collected before production Coordinating client-to-foreman handoffs Helping clients prepare for crew arrival Following up on open questions and unresolved items Assisting with change-order communication and documentation Helping close projects out properly Following up for client feedback, reviews, and future maintenance opportunities Providing management with visibility into what's coming, what's stuck, and what needs attention There will also be weeks when something goes sideways. A project runs long. Weather changes the schedule. A client has been waiting longer than expected. Someone is frustrated. The field team needs information immediately. That's when this role becomes especially important. You need to be comfortable picking up the phone, having a real conversation, communicating something that may not be ideal, and leaving the client feeling like someone competent is taking care of them. Phone communication is a meaningful part of this job. If you naturally avoid phone calls or difficult conversations, this probably isn't the right role. The Operations Side As our systems improve, we don't expect this role to spend 40 hours a week manually sending updates. We are actively building workflows, automations, and better internal processes around the client journey. That means the right person will have room to take on additional operational projects.

That might include:

Improving a workflow that isn't working. Building or documenting an SOP. Cleaning up a system. Helping implement an automation. Looking at recurring client questions and figuring out how we prevent them. Helping management prepare for upcoming production. Taking ownership of a small internal project and driving it to completion. The goal isn't to create more busywork. The goal is to hire someone who can own the core client-experience function and then use their remaining capacity to make the company better. You don't need to be a systems engineer. You do need to look at something inefficient and naturally think: There has to be a better way to do this. Who We're Looking For You may have worked in home services, construction, hospitality, property management, healthcare, real estate, customer success, project coordination, office operations, or another environment where people trusted you to guide them through something with a lot of moving parts. Your exact background matters less than how you operate. You are probably a strong fit if you: Follow up before someone has to remind you Notice loose ends and close them Communicate warmly without being vague Are comfortable spending meaningful time on the phone Stay calm and organized when several things change at once Can communicate disappointing news without becoming defensive or avoiding the conversation Take ownership instead of waiting for permission for every small decision Know when to solve something yourself and when to escalate it Keep accurate notes because you understand that information can't live only in someone's head Learn software quickly Enjoy creating order out of mess Can manage recurring responsibilities without constant reminders Naturally think a few steps ahead Care about the client's experience while still protecting the company's time and commitments Can move between people-facing work and operational/project work comfortably Most importantly, you're dependable. If you say something will happen, people should be able to stop worrying about it. This Probably Isn't the Right Role If This position will probably frustrate you if you want a job where you can quietly work through a list of assigned tasks and log off. There will be changing priorities. There will be phone calls. There will be clients who need reassurance. There will be imperfect information. There will be situations where someone needs to take ownership before every detail is known. You will struggle here if you regularly let messages sit, avoid difficult conversations, need constant direction to keep moving, become overwhelmed by several competing priorities, or assume somebody else will catch the loose ends. We don't expect perfection. We do expect ownership, communication, and reliability. What Success Looks Like You're doing this job exceptionally well when clients rarely need to ask us where things stand because we've already told them. Our signed-client pipeline is organized and current. Upcoming projects are properly prepared before crews arrive. Sales isn't buried in post-sale questions. Field crews aren't discovering preventable information gaps on the first day of a project. Management can look at our systems and understand what's happening without hunting people down. Schedule changes are communicated quickly and professionally. Clients who encounter a problem still feel confident in the company handling it. Loose ends get caught early. Our systems become better because you're helping us identify what isn't working. And when you tell someone, "I'll take care of it," they know it's handled. Our Values Creative Resourcefulness We figure things out. No helplessness. No unnecessary drama. No waiting around for perfect conditions. Relentless Excellence We don't cut corners - in the field, in communication, or in the little details clients may never see but absolutely feel. One Team, One Mission We serve the client, support each other, and protect the mission.

Our mission is:

Preserving American history by caring for log homes and the people who cherish them.

The Details Position:

Client Experience & Operations Coordinator Schedule:

Full-time Compensation:

$45,000-$55,000 annually, depending on experience

Availability:

Normal weekday business hours are required. Because our clients and crews operate during the workday, this is not a position where all work can be completed asynchronously.

Location:

Flexible and largely remote

Growth:

This role has the opportunity to grow in responsibility as the company continues expanding its crews, systems, and operations. Tools We Use You'll work with tools including: Pipedrive Monday.com CompanyCam QuickBooks Microsoft Outlook and Teams Phone, email, and text communication Internal automations, checklists, and workflow systems You don't need to already know all of these. You do need to be the kind of person who learns quickly, clicks around, asks good questions, documents what they learn, and becomes increasingly self-sufficient. How to Apply Send your resume and a short note answering these questions: 1. What is it about this role that sounds like you? 2. Tell us about a time you were responsible for keeping customers, clients, or teammates informed through something with a lot of moving pieces. What did you personally own? 3. Tell us about a time something went wrong or a customer was frustrated and you had to handle the conversation. What did you do? 4. You have 25 signed clients waiting to begin projects over the next several months. Schedules are moving, several clients need updates, one is upset, and management is tied up for most of the day. Walk us through how you would approach the situation. 5. Tell us about a process, workflow, or system you improved at a previous job. What wasn't working, and what did you change? Applications without the note will not be considered. That's not us being difficult. It's the first test of the role. Send everything to wilson@knaughtylog.

com with the subject line:

Client Experience Coordinator Pay:

$45,000.00 - $55,000.00 per year

Benefits:

401(k) 401(k) 5% Match Flexible schedule Health insurance Paid time off Work from home

Work Location:

Hybrid remote in Bend, OR 97702