Customer Service Coordinator

Isi-Design-and-Installation-Solutions,-Inc.; Austin (TX); On-site; USD 40,000 - 65,000; Full time

Job summary

Isi-Design-and-Installation-Solutions, Inc. is seeking a Customer Service Coordinator to act as the central point of contact for service and warranty requests.

You will coordinate with builders, customers, and internal teams to manage requests from intake through completion, including work order creation, scheduling, parts coordination, claims processing, and billing support. The role emphasizes timely communication, accurate documentation, cost tracking, and proactive issue escalation to drive

Qualifications

• High school diploma or GED required; 1 year of related experience preferred.
• Bilingual English/Spanish preferred.

Responsibilities

• Receive and review customer service requests from multiple sources and determine cause and type of issue.
• Schedule appointments with builders and confirm work to be performed within 24 hours.
• Verify material availability and coordinate with production for parts and costs.
• Create work orders and ensure accurate tracking, reporting, and cost allocation.
• Assist with quotes, invoices, and billing processes for service orders.
• Coordinate with internal teams to resolve service, production, and field issues.
• Follow up with customers to ensure satisfaction and document outcomes.

Skills

Customer service

Communication

Organization

Multitasking

Problem solving

Attention to detail

Education

High school diploma or GED

Tools

SAP

Microsoft Office (Excel, Outlook, Word)

Job description

Looking to build your career and design your future? You have come to the right place.SummaryThe 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 FunctionsReceive 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.Education & ExperienceRequiredHigh school diploma or GED, plus one (1) year of related experience and/or trainingPreferredBilingual (English/Spanish) communication skillsProficiency in SAP and Microsoft Office Suite (Excel, Outlook, Word)Skills & CompetenciesStrong written and verbal communication skills with the ability to communicate effectively across all levels.Ability to read and interpret training materials, safety rules, maintenance instructions, and company policies.Excellent organizational and multitasking abilities to manage competing priorities.Intermediate mathematical proficiency (square footage, yardage, linear feet, circumference, area, etc.).Strong problem-solving and decision-making abilities using sound judgment and attention to detail.Professional and courteous demeanor in interactions with customers, peers, and supervisors.Ability to identify and communicate recurring production issues and collaborate with internal teams to resolve them.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.