Customer Experience & Claims Coordinator

Evolving Solution Services; Michigan; On-site; USD 50,000 - 60,000; Full time

Job summary

The Customer Service Coordinator at FALK in Walker, MI coordinates the administrative side of our customer service function, routing calls, organizing warranty documentation, and managing paperwork to keep requests moving.

This in-office role emphasizes details, organization, and teamwork across departments, with responsibilities including preparing warranty documents, processing logistics claims, maintaining records, and ensuring timely follow-up.

Qualifications

• Customer service experience in the construction or building industry.
• Confident, professional phone presence with strong verbal communication.
• Highly detail-oriented and organized, with the ability to manage multiple claims, documents, and requests simultaneously.
• Proficient with Microsoft SharePoint, Excel, and other commonly used office software.
• Ability to read, write, speak, and comprehend the English language fluently.
• Strong follow-through, with the ability to track outstanding items to completion.
• Ability to work independently while coordinating effectively across departments.

Responsibilities

• Answer incoming customer service calls and determine the appropriate destination based on the inquiry.
• Gather relevant information from customers to accurately route calls and requests.
• Maintain a confident, professional phone presence representing FALK to customers, contractors, and project stakeholders.
• Prepare, send, and organize warranty documents when a job closes out.
• Maintain accurate, organized files for warranty documentation, claims, and customer correspondence.
• Search SharePoint to locate supporting documentation for claims and issue resolution.
• Process logistics claims and compile the associated documentation.
• Track claims through to resolution, coordinating with internal departments as needed.
• Follow up on outstanding documentation required to support claims.
• Maintain and update the deficiencies spreadsheet with current, accurate information.
• Coordinate with internal teams to gather status updates on open deficiencies.
• Coordinate with Technical Field Customer Service, Sales, Operations, and Quality teams to resolve issues.
• Write job-site visit reports, collecting necessary information from Technical Customer Service Coordinator.
• Comply with all safety and company policies and procedures.
• Perform other related duties as assigned.

Skills

Customer service

Verbal communication

Attention to detail

Organizational skills

Independent work

Tools

SharePoint

Excel

Job description

The Customer Service Coordinator at FALK in Walker, MI coordinates the administrative side of our customer service function, routing calls, organizing warranty documentation, and managing paperwork to keep requests moving.

This in-office role emphasizes details, organization, and teamwork across departments, with responsibilities including preparing warranty documents, processing logistics claims, maintaining records, and ensuring timely follow-up.