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About the Role
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. 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.
Responsibilities
- Receive and review new customer service requests 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.
- Verify material availability and confirm estimated repair completion timelines.
- Ensure customer complaints are resolved promptly and professionally; follow up to confirm satisfaction.
- Locate materials in ILG systems and coordinate with Production Coordinators to order necessary replacement parts and supplies.
- Create work orders following established processes for accurate tracking, reporting, and cost allocation.
- Coordinate with the Labor Dispatch Team to resolve scheduling issues and manage workloads.
- 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.
- Oversee claims and billing processes within the service department, including pricing, cost analysis, and invoice initiation.
- Process backcharge requests and complete related documentation.
- 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.
Requirements
- High school diploma or GED
- One (1) year of related experience and/or training
- Bilingual (English/Spanish) communication skills
- Proficiency in SAP and Microsoft Office Suite (Excel, Outlook, Word)
Skills
- Strong written and verbal communication skills
- 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
- Intermediate mathematical proficiency
- Strong problem-solving and decision-making abilities
- Sound judgment and attention to detail
- Professional and courteous demeanor
- Ability to identify and communicate recurring production issues
- Ability to collaborate with internal teams to resolve issues
Experience Level
- One (1) year of related experience
Education Level
- High school diploma or GED
About the Company
- If you like working with a growing close knit team and helping home owners design the home of their dreams, come build your career with us!
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, individual with disabilities, veteran status, gender identity or national origin.