Customer Service Coordinator

Interior Logic Group•Austin, TX

21d

About The Position

The Customer Service Coordinator serves as a central point of contact for customer service and warranty-related requests. The role ensures requests are accurately assessed, scheduled, tracked, and resolved in a timely and professional manner. It coordinates 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 coordinator helps maintain customer satisfaction, accurate documentation and cost tracking, and communicates recurring issues to support continuous improvement across service, production, and field operations. The role requires a high school diploma or GED and one year of related experience and/or training.

Requirements

High school diploma or GED.
One year of related experience and/or training.
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, including square footage, yardage, linear feet, circumference, and area.
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.

Nice To Haves

Bilingual English/Spanish communication skills.
Proficiency in SAP and Microsoft Office Suite, including Excel, Outlook, and Word.

Responsibilities

Receive and review customer service requests from multiple sources to determine cause, malfunction type, COE, and customer address.
Contact builder representatives to schedule appointments and confirm work within 24 hours of receiving a request, or the same day for urgent or escalated items.
Verify material availability and confirm estimated repair completion timelines.
Resolve customer complaints promptly and professionally, and follow up to confirm satisfaction with the final product.
Locate materials in ILG systems and coordinate with Production Coordinators to order replacement parts and supplies.
Create work orders according to established processes for 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 or invoices for builder purchase orders before scheduling, completing them 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 service department claims and billing processes, including pricing, cost analysis, and invoice initiation.
Process backcharge requests and complete related documentation for labor and material claims departments.
Work daily with management-provided reports to close out jobs, correct errors, and ensure costs are billed promptly.
Communicate recurring service or production issues to appropriate departments to help prevent future occurrences.
Collaborate with Production, Sales, Design Center, Warehouse, and Field Operations to minimize service issues.
Perform other duties as assigned.