Job Description Help for Job Description. Opens a new window. Looking to build your career and design your future? You have come to the right place. Summary The Customer Service Coordinator serves as a central point of contact for customer service and warranty-related requests, ensuring issues are accurately assessed, scheduled, tracked, and resolved in a timely and professional manner. This role coordinates closely 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 Customer Coordinator plays a key role in maintaining customer satisfaction, ensuring accurate documentation and cost tracking, and proactively communicating recurring issues to drive continuous improvement across service, production, and field operations. Essential Functions

• Receive and review new customer service requests from multiple sources to determine cause, type of malfunction, COE, and customer address.
• Contact builder representatives to schedule appointments and confirm work to be performed within 24 hours of receipt (same-day for urgent or escalated items).
• Verify material availability and confirm estimated repair completion timelines.
• Ensure customer complaints are resolved promptly and professionally; follow up to confirm satisfaction with the final product.
• Locate materials in ILG systems and coordinate with Production Coordinators to order necessary replacement parts and supplies.
• Create work orders following established processes to ensure 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/invoices for builder purchase orders prior to scheduling, ensuring completion 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 claims and billing processes within the service department, including pricing, cost analysis, and invoice initiation.
• Process backcharge requests and complete related documentation for labor and material claims departments.
• Work daily on management-provided reports to ensure jobs are closed out, errors corrected, and costs billed promptly.
• Communicate recurring service or production issues with appropriate departments to prevent future occurrences.
• Collaborate with internal teams—Production, Sales, Design Center, Warehouse, and Field Operations—to minimize service issues.
• Perform other duties as assigned.

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