Looking to build your career and design your future? You have come to the right place.
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
High school diploma or general education degree (GED) AND one year related experience and/or training
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
If you like working with a growing close knit team and helping home owners design the home of their dreams, come build your career with us!
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.
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