What are the responsibilities and job description for the Customer Service Technician position at Interior Logic Group, Inc.?
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Summary
The Customer Service Technician is responsible for providing excellent customer service through high-quality warranty repairs and product installations. This position plays a critical role in supporting both customer service and production operations, ensuring repairs are completed efficiently, safely, and to ILG’s quality standards. Technicians must demonstrate professionalism, technical skill, and strong communication while working in both occupied homes and new construction environments.
Physical Requirements
Level I
Level I
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.
Summary
The Customer Service Technician is responsible for providing excellent customer service through high-quality warranty repairs and product installations. This position plays a critical role in supporting both customer service and production operations, ensuring repairs are completed efficiently, safely, and to ILG’s quality standards. Technicians must demonstrate professionalism, technical skill, and strong communication while working in both occupied homes and new construction environments.
Physical Requirements
- Ability to stand, sit, walk, bend, and stoop for 8 hours.
- Minor lifting and carrying may be required.
- Work performed at construction job sites and office locations.
- Exposure to construction materials, paints, wood finishing products, and tools.
Level I
- High school diploma or GED, or equivalent combination of education and experience.
- 1–3 years of experience in construction or related trades.
- Valid driver’s license and vehicle insurance as required by state law.
- Experience in one or more trades such as:
- Flooring: Tile, carpet, wood, or LVP.
- Cabinets: Able to repair, touch up, and adjust cabinetry.
- Countertops: Basic repair or adjustment knowledge preferred.
- All qualifications in Level I, plus:
- 2–5 years of experience in construction or related trades.
- Flooring: Able to repair and replace tile and wood/LVP.
- Cabinets: Able to repair, touch up, and adjust cabinetry.
- Countertops: Trained in two or more countertop materials.
- Ability to perform repairs in occupied homes.
- Good verbal communication and organizational skills.
- All qualifications in Level II, plus:
- 5 years of experience in construction or related trades.
- Expert in larger replacements and repairs across multiple products and trades, with a focus on countertops.
- Ability to mentor and train other technicians.
Level I
- Perform simple repairs and touch-ups following production installation across all trades.
- Perform minor installation tasks during or after the production process.
- Perform simple logistical tasks related to production installs.
- Maintain an inventory of parts and tools required for field operations.
- Provide feedback to internal teams regarding potential product or process improvements.
- Travel to local customer locations to perform field service and support.
- Confirm and document completed appointments accurately and promptly.
- Perform other duties as assigned.
- All functions included in Level I, plus:
- Perform repairs in occupied homes in accordance with ILG standards and safety requirements.
- Trained in two or more materials, with advanced countertop repair and fabrication capabilities.
- Communicate effectively with customers and internal staff to ensure clear understanding of scope and timelines.
- Organize workflow efficiently and maintain documentation related to repairs and materials.
- Perform other duties as assigned.
- All functions included in Level II, plus:
- Perform complex repairs and replacements involving three or more materials or trades, with advanced countertop expertise.
- Mentor and support new or less experienced technicians.
- Perform other duties as assigned.
- Strong technical aptitude with knowledge of multiple trades, including flooring, cabinetry, and countertops.
- Excellent communication skills with customers and team members.
- Strong organizational and time management abilities.
- Demonstrated problem-solving and analytical skills to diagnose and resolve installation or repair issues.
- Ability to follow safety standards and company policies consistently.
- Commitment to quality, accountability, and customer satisfaction.
- Proficiency in Microsoft Office Suite; SAP knowledge preferred.
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.