Customer Service Coordinator

Description

• Ensure customer complaints are resolved promptly and professionally; follow up to confirm satisfaction with the final product.
• Verify material availability and confirm estimated repair completion timelines.
• Oversee claims and billing processes within the service department, including pricing, cost analysis, and invoice initiation.
• Collaborate with internal teams—Production, Sales, Design Center, Warehouse, and Field Operations—to minimize service issues.
• Create work orders following established processes to ensure accurate tracking, reporting, and cost allocation.
• Receive and review new customer service requests from multiple sources to determine cause, type of malfunction, COE, and customer address.
• Contact builder representatives to schedule appointments and confirm work to be performed within 24 hours of receipt (same-day for urgent or escalated items).
• Prepare and send quotes/invoices for builder purchase orders prior to scheduling, ensuring completion within 24 hours of request.
• Communicate recurring service or production issues with appropriate departments to prevent future occurrences.
• Process backcharge requests and complete related documentation for labor and material claims departments.
• Work daily on management-provided reports to ensure jobs are closed out, errors corrected, and costs billed promptly.
• Submit and track material claim requests, following up with vendors or the claims department for resolution and repair direction.
• Locate materials in ILG systems and coordinate with Production Coordinators to order necessary replacement parts and supplies.
• Coordinate with the Labor Dispatch Team to resolve scheduling issues and manage workloads as needed.
• Access builder portals to obtain service information, documentation, and project updates.

Requirements

• Professional and courteous demeanor in interactions with customers, peers, and supervisors.
• Strong problem-solving and decision-making abilities using sound judgment and attention to detail.
• Excellent organizational and multitasking abilities to manage competing priorities.
• Ability to identify and communicate recurring production issues and collaborate with internal teams to resolve them.
• High school diploma or GED, plus one (1) year of related experience and/or training.
• Intermediate mathematical proficiency (square footage, yardage, linear feet, circumference, area, etc.).
• Strong written and verbal communication skills with the ability to communicate effectively across all levels.
• Bilingual (English/Spanish) communication skills.
• Proficiency in SAP and Microsoft Office Suite (Excel, Outlook, Word).
• Ability to read and interpret training materials, safety rules, maintenance instructions, and company policies.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance