Customer Service Coordinator

Job Description

Job Description

Summary

The Customer Service Coordinator serves as a central point of contact for customer service and warranty-related requests, ensuring issues are accurately assessed, scheduled, tracked, and resolved in a timely and professional manner. This role coordinates closely with builders, customers, and internal teams to manage service requests from intake through completion, including work order creation, scheduling, material coordination, claims processing, billing support, and follow-up. The Customer Coordinator plays a key role in maintaining customer satisfaction, ensuring accurate documentation and cost tracking, and proactively communicating recurring issues to drive continuous improvement across service, production, and field operations.

Essential Functions

• 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).
• Verify material availability and confirm estimated repair completion timelines.
• Ensure customer complaints are resolved promptly and professionally; follow up to confirm satisfaction with the final product.
• Locate materials in ILG systems and coordinate with Production Coordinators to order necessary replacement parts and supplies.
• Create work orders following established processes to ensure accurate tracking, reporting, and cost allocation.
• 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.
• Prepare and send quotes/invoices for builder purchase orders prior to scheduling, ensuring completion within 24 hours of request.
• Submit and track material claim requests, following up with vendors or the claims department for resolution and repair direction.
• Oversee claims and billing processes within the service department, including pricing, cost analysis, and invoice initiation.
• Process back charge 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.
• Communicate recurring service or production issues with appropriate departments to prevent future occurrences.
• Collaborate with internal teams—Production, Sales, Design Center, Warehouse, and Field Operations—to minimize service issues.
• Perform other duties as assigned.

Education & Experience

Required

• High school diploma or GED, plus one (1) year of related experience and/or training

Preferred

• Bilingual (English/Spanish) communication skills
• Proficiency in SAP and Microsoft Office Suite (Excel, Outlook, Word)

Skills & Competencies

• Strong written and verbal communication skills with the ability to communicate effectively across all levels.
• Ability to read and interpret training materials, safety rules, maintenance instructions, and company policies.
• Excellent organizational and multitasking abilities to manage competing priorities.
• Intermediate mathematical proficiency (square footage, yardage, linear feet, circumference, area, etc.).
• Strong problem-solving and decision-making abilities using sound judgment and attention to detail.
• Professional and courteous demeanor in interactions with customers, peers, and supervisors.
• Ability to identify and communicate recurring production issues and collaborate with internal teams to resolve them.

We are the leading national installer for select high-value and stylistically important interior finishes, such as flooring, cabinets and countertops, to our homebuilder customers, )single family, multi-family, commercial and repair & remodel customers.

Company Description

We are the leading national installer for select high-value and stylistically important interior finishes, such as flooring, cabinets and countertops, to our homebuilder customers, )single family, multi-family, commercial and repair & remodel customers.