Customer Support Coordinator

ElkStone Inc.•Englewood, CO

3d•Hybrid

About The Position

ElkStone is changing the way people think about construction. We believe in building with purpose—focused on quality, integrity, and long-term relationships with both our clients and our team. Based in Colorado, we specialize in residential basement finishing and custom design-build projects, including remodel work throughout the home (basements, kitchens, bathrooms and more). We’re growing—and we’re looking for people who want to grow with us. Learn more: elkstonebasements.com ElkStone is looking for a detail-oriented, customer-focused Client Support Coordinator to support our homeowners and internal teams throughout the project lifecycle. This role is a key point of contact for clients, helping ensure a smooth, proactive, and positive experience from project start through completion.

Requirements

2+ years of experience in customer service, administration, or operations in a fast-paced environment (construction or remodeling experience is a plus).
Excellent verbal and written communication skills with a professional, warm phone presence.
Strong attention to detail, organizational skills, and the ability to manage multiple tasks simultaneously.
Comfortable learning new systems and processes and using internal resources to solve problems.
A collaborative team player who takes ownership, follows through, and supports others.
Ability to read and interpret construction drawings and design documents, with general construction knowledge (how residential structures are built) considered a plus.
High computer literacy, especially with web-based systems.
Exceptional soft skills, including clear communication, active listening, organization, adaptability, punctuality, attention to detail, and self-motivation.

Nice To Haves

construction or remodeling experience is a plus
Ability to read and interpret construction drawings and design documents, with general construction knowledge (how residential structures are built) considered a plus.

Responsibilities

Manage the main Customer Service phone line and shared email inbox, responding promptly and professionally to all inquiries.
Schedule, track, and perform Service Expectations Calls with homeowners to set clear expectations and answer questions.
Resolve routine customer inquiries independently using internal resources, tools, and documentation.
Identify and appropriately escalate customer disputes or complex issues to leadership or other departments.
Maintain clear, accurate documentation of customer interactions, including a two-week follow-up after project start.
Support operational efficiency through proactive communication with customers and internal teams.
Assist with warranty intake questions and troubleshooting, ensuring issues are correctly documented and routed.
Create, send, and verify customer invoice and payment links, following up as needed.
Edit and update project calendars to reflect current timelines, milestones, and appointments.
Review and enter change orders accurately into the appropriate systems.
Cross-train in basic operations functions to provide coverage and support across the team.
Take ownership of miscellaneous administrative tasks as assigned by the Director of Internal Operations and Internal Operations Manager.
Provide in-office Design Studio coverage as needed, welcoming clients and supporting the design team.