Customer Service Coordinator

Aston Carter•Naperville, IL

6d•$23 - $24•Hybrid

About The Position

The Customer Service Coordinator manages customer and provider cases from initial intake through final resolution. This is not a call center or transactional position: the role involves closing out claims each day and conducting follow-up calls, with a mix of inbound and outbound communications. The successful candidate is organized, customer-focused, motivated by problem-solving, and able to communicate clearly, maintain accuracy, and manage changing priorities in a dynamic environment. The position is based in Naperville, Illinois, and is hybrid. Initial training is fully onsite for the first week, with a transition to a hybrid schedule afterward. Training runs Monday through Friday, 8:00 AM–5:00 PM. After approximately one to two months, the regular schedule is Tuesday through Saturday, 9:00 AM–5:30 PM, with remote work on Fridays and Saturdays. The office includes a fitness center, basketball court, coffee shop, convenience store, and collaborative workspaces. Priorities may shift in response to weather-related events and service demands.

Requirements

At least 2 years of recent experience in customer service, case management, service coordination, claims administration, operations support, or a related field.
Strong organizational skills and the ability to manage multiple priorities simultaneously.
Strong problem-solving and critical-thinking abilities, with a focus on finding effective resolutions.
High attention to detail and the ability to maintain accuracy in a fast-paced environment.
Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
Ability to work independently and contribute effectively to a team-oriented environment.
A strong sense of urgency and commitment to resolving customer concerns efficiently and accurately.
Excellent follow-up skills and dedication to delivering outstanding customer experiences.

Responsibilities

Manage customer and provider cases from initial intake through final resolution, ensuring service requests are handled accurately and promptly.
Coordinate repairs and service fulfillment with contractors, service providers, and customers.
Monitor active cases and proactively update customers, providers, and internal teams on progress, timelines, and next steps.
Prioritize urgent and emergency requests to support timely resolution and customer satisfaction.
Handle inbound and outbound communications by phone and email in a professional, customer-focused manner.
Research and identify qualified service providers when existing network coverage is limited.
Build and maintain positive working relationships with contractors, vendors, customers, and cross-functional teams.
Review claims and service requests for compliance with company guidelines and contractual requirements.
Accurately document case activities, communications, and resolutions in company systems.
Maintain provider databases and perform data entry to keep records accurate and current.
Dispatch work orders and coordinate scheduling between customers and service providers.
Follow up on open work orders to drive timely completion and a positive customer experience.
Support team operations and workflow management during periods of increased claim volume.
Assist with provider recruitment, onboarding, and relationship-building to expand service network coverage.

Benefits

Medical insurance
Dental insurance
Vision insurance
Critical illness, accident, and hospital coverage
401(k) retirement plan with pre-tax and Roth post-tax contributions
Voluntary life and AD&D insurance for employees and dependents
Short- and long-term disability coverage
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Paid time off, vacation, or sick leave, subject to eligibility and applicable terms
Onsite office amenities, including a fitness center, basketball court, coffee shop, convenience store, and collaborative workspaces