Find & Apply For Customer Service Representative Jobs in Niles, Illinois

Service Coordinator Company:

Window Installation Company |

Location:

On-site |

Job Type:

Full-Time About Us We are a growing, high-quality window and door installation company dedicated to providing seamless home improvement experiences. We pride ourselves on precision, craftsmanship, and stellar customer service. As a small, agile team, every member plays a critical role in our success. Position Overview We are seeking a highly organized, proactive, and customer-centric Service Coordinator to own our post-installation service department. You will be the central hub for resolving product issues and managing customer warranties. Your primary mission is to ensure that any post-sale service requests are addressed quickly, communicated transparently, and resolved efficiently by coordinating closely with our field technicians, procurement support, and installation leadership. Core Responsibilities

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Customer Communication & Care:

Act as the primary point of contact for homeowners experiencing post-installation issues. Maintain open, clear, and empathetic communication to turn stressful situations into positive experiences.

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Material Procurement & Tracking:

Identify the exact parts or materials required for each service call, submit order requests, and actively track material ETAs to prevent delays.

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Schedule & Technician Coordination:

Efficiently schedule service appointments with our field technicians, ensuring they are provided with clear, detailed technical instructions and the correct parts before arriving on-site.

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CRM Data Integrity:

Document every service request, customer interaction, material order, and photo inside our CRM. Maintain real-time, accurate file notes so that anyone in the company can see the current status of a service at a glance.

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Inter-Departmental Alignment:

Work closely with the Installation Manager and Installation Coordinator to review trending product failures, coordinate shared field labor, and ensure smooth handoffs from new services to service technicians.

Department Management:

How You Will Run Service Operations To maintain order and speed in the service department, you will execute your role using a disciplined, proactive routine:

• The 14-

Day Resolution Cycle:

Manage every incoming service ticket with the explicit goal of total resolution within a strict 14-day window from the initial complaint, unless parts cause a delay.

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The Inspection-to-Action Protocol:

When an installation issue is reported, schedule and conduct the post-installation inspection within 48 hours. Before leaving the job site, you must upload high-resolution photos of the issue to the CRM, log a definitive diagnostic note detailing whether it was an installation error or a product defect, and immediately initiate the corrective work order or parts order.

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Active Status Tracking:

Maintain an organized dashboard within our CRM, moving tickets through structured statuses (e.g., Inspection completed, Parts Ordered, Parts Received, Scheduled, Complete) so no customer falls through the cracks.

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Daily ETA Audit:

Dedicate the first time every afternoon to reviewing open material orders, following up with manufacturers on delayed ETAs, and updating customers immediately if timelines shift.

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Weekly Service Pipeline Sync:

Prepare for and participate in the weekly review with the Installation Manager to analyze outstanding tickets, address bottlenecked parts orders, and ensure service operations are running smoothly. Key Performance Indicators (KPIs) Your performance will be tracked using data-driven benchmarks to maintain the company's high standard of customer satisfaction: KPI Category Metric / Target Service Cycle Time Maintain an average time from service ticket creation to final resolution of under 14 days. Inspection & Diagnosis Speed ≥ 90% of flagged post-installation inspections completed and fully documented in the CRM within 48 hours of initial notification. CRM Accuracy & Currency 100% of open service files must have notes, material statuses, and scheduling data updated within 4 hours of any action. Customer Satisfaction (CSAT) Maintain a minimum 4.8/5-star rating on dedicated service follow-up surveys. First-Time Fix Rate Achieve ≥ 85% of service calls resolved on the first scheduled visit (requiring precise instructions and correct parts prep). ETA Proactivity 100% of customers updated weekly on their backordered material statuses, regardless of whether the part has arrived.

The Ideal Candidate:

Qualities & Qualifications

• The "Problem Solver"

Mindset:

You are highly organized, naturally systematic, and thrive when multitasking. You don't get flustered by moving parts, scheduling conflicts, or tracking multiple shipping dates at once.

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Radical Empathy & Thick Skin:

You excel at de-escalating frustrated homeowners. You listen actively, validate their concerns, and confidently guide them toward a solution with calm authority.

• Extreme Attention to

Detail:

You believe that if a note isn't written in the CRM, it didn't happen. You are precise when identifying parts (e.g., balances, sashes, hardware) to ensure ordering accuracy.

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Experience:

2-4 years of experience in customer service coordination, service scheduling, or project administration—ideally within the construction, home remodeling, or window/door industry.

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Technical Aptitude:

Proficient with CRM software (e.g., Job Progress, Builder TREND, Market Sharp) and comfortable learning basic window and door architectural terminology to communicate effectively with manufacturers and technicians.

Pay:

$25.00 - $27.00 per hour Expected hours: 40.0 per week

Benefits:

Dental insurance Health insurance

Experience:

Window Service Coordinating Skills:

2 years (Preferred)

Location:

Niles, IL 60714 (Preferred) Ability to

Commute:

Niles, IL 60714 (Preferred)

Work Location:

In person