Customer Service Coordinator

Aston Carter • Naperville, IL

8d • $23 - $24 • Hybrid

About The Position

The Customer Service Coordinator supports customers and service providers throughout the claims and service process. This is a case-management role rather than a traditional call-center position: the coordinator manages a portfolio of customer and provider cases and ensures service requests are coordinated, tracked, and resolved from start to finish.

The position is based in Naperville, Illinois, in a hybrid work environment. Training is on-site Monday through Friday, 8:00 a.m. to 5:00 p.m.; after one week of training, the schedule is remote on Mondays and Fridays and in-office Tuesday through Thursday, 9:00 a.m. to 5:30 p.m. The work environment is fast-paced, and priorities may shift in response to weather-related events and changing service demands. The Naperville office includes a gym, basketball court, coffee shop, convenience store, and collaborative workspace.

This is a permanent position. The stated pay range is $23.00–$24.00 per hour. Individual compensation depends on factors including qualifications, skills, relevant experience, job knowledge, geographic location, and internal equity. Benefits, if eligible, may include medical, dental, and vision coverage; critical illness, accident, and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave.

Requirements

• At least 2 years of experience in customer service, service coordination, case management, dispatch, claims processing, or operations support.
• Strong communication skills and ability to build rapport with customers, contractors, and internal partners.
• Excellent organizational and multitasking abilities.
• Ability to manage multiple cases while maintaining attention to detail.
• Strong problem-solving and critical-thinking skills.
• Proficiency with Microsoft Office, including Word and Excel.
• Ability to work independently and collaborate effectively within a team.
• A sense of urgency and commitment to resolving customer issues quickly and accurately.
• Strong follow-up skills and commitment to exceptional customer experiences.

Responsibilities

• Manage customer and provider cases from initiation through resolution, ensuring timely follow-up and completion of service requests.
• Coordinate with service providers and contractors to arrange repairs and fulfill customer claims.
• Monitor open cases and proactively communicate status updates and next steps to customers, contractors, and internal teams.
• Prioritize and manage urgent and emergency service requests.
• Handle inbound and outbound phone and email communications professionally.
• Research and secure qualified service providers when network coverage is limited.
• Build and maintain relationships with contractors, vendors, customers, and internal stakeholders.
• Review service requests and claims for alignment with company guidelines and contractual requirements.
• Document case activity, communications, and outcomes accurately in company systems.
• Maintain provider records and perform data entry to keep information current and accurate.
• Dispatch work orders and coordinate scheduling between customers and service providers.
• Follow up on outstanding work orders to support timely completion and customer satisfaction.
• Assist with workflow management and team operations during periods of high claim volume.
• Participate in provider outreach and onboarding to expand service coverage and strengthen provider relationships.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Critical illness coverage
• Accident coverage
• Hospital coverage
• 401(k) retirement plan, with pre-tax and Roth post-tax contributions available
• Voluntary life and AD&D insurance for employees and dependents
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time off or leave, including PTO, vacation, or sick leave
• Office amenities including a gym, basketball court, coffee shop, convenience store, and collaborative workspace

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed