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Overview

The primary responsibility of the Customer Service Coordinator is to work with our customers (builders) and homeowners on concerns or issues that arise from prior ILG installations.

This individual must be a strong problem solver, superior communicator, and demonstrate diligence and urgency in their responses to both customers and peers.

Responsibilities

• Receive new customer service requests from builder and review to ascertain cause for request, type of malfunction, and customer address
• Contact homeowner to schedule appointment and what work is to be performed, verify materials are available, and confirm an estimated time for repairs to be completed
• Prepare schedules for service personnel, assigns personnel to routes or to specific repair and warranty work
• Coordinate with supervisor to insure scheduling issues are addressed and manage schedules when appropriate
• Order and / or coordinate with Order Processing Department the replacement of parts and supplies
• Ensure customer complaints are resolved and follow up to ensure customer satisfaction with the final product
• Communicate recurring customer service issues with Production, Sales, Design Center, and Warehouse staff to avert problems
• Oversee all interaction with clients to ensure all service requirements are met and no issues arise, making note of instances that may need improvement
• Interact with clients who are not satisfied, putting service and communication techniques into practice and resolving any conflicts professionally and answering inquiries respectfully
• Create reports for client satisfaction, making recommendations for areas that can be improved and presenting the information at a monthly meeting with the directors
• Work with sales employees, answering their questions, providing instruction and guidelines and demonstrating the best service techniques for them
• Relay information between management and sales representatives to best coordinate sales and service techniques and improve profits
• All other jobs duties as assigned

Qualifications

• Bilingual experience preferred but not required (English / Spanish)
• Ability to learn about of all available products used by the company as it relates to product installation
• Read and interpret training materials, documents, safety rules, operating and maintenance instructions, and policy and procedure manuals
• Ability to write routine reports and correspondence
• Must be organized and have the ability to multitask
• Utilize intermediate math skills to compute and determine square footage, yardage, linear feet, circumference, area, etc.
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Oversee claims and the claims process with vendors
• Billing with in service department-quotes prices, cost analysis and initiate billing
• Communicate effectively with customers, co-workers, and supervisors in a professional and courteous manner
• Identifying reoccurring issues in production that lead to service items and work with production team to mitigate those items
• Work with all departments within the company to minimize issues arising in service

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.

Last updated : 2024-04-07