Customer Service Coordinator

ISI Design and Installation Solutions, INC.; Austin (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Disability insurance

Life insurance

Flexible time off & 8 paid holidays

Pet insurance

Job summary

Interior Logic Group is seeking a Customer Service Coordinator in Austin, TX. You will be the central contact for customer service and warranty requests, coordinating with builders, customers, and internal teams to manage service requests from intake through completion.

The role emphasizes accurate documentation, cost tracking, and proactive communication to drive continuous improvement across service, production, and field operations.

Qualifications

• High school diploma or GED with 1 year related experience or training.
• Preferred bilingual English/Spanish communication.
• Proficiency in SAP and MS Office Suite.

Responsibilities

• Receive and review new customer service requests from multiple sources to determine cause and location.
• Schedule appointments and confirm work within 24 hours of receipt.
• Verify material availability and estimate repair timelines.
• Resolve customer complaints promptly and confirm final satisfaction.
• Create work orders and coordinate with production and field teams to track costs.
• Prepare quotes and invoices for builder purchase orders within 24 hours of request.
• Oversee claims and billing processes, including pricing and cost analysis.
• Collaborate with internal teams to minimize service issues and ensure on-time completions.
• Maintain documentation and communicate recurring issues for process improvement.

Skills

Communication skills

Organizational multitasking

Problem solving

Written communication

Mathematical proficiency

Interpersonal skills

Education

High school diploma or GED

Bilingual English/Spanish preferred

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.

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.

Education & Experience

• High school diploma or GED, plus one (1) year of related experience and/or training
• Preferred Bilingual (English/Spanish) communication skills
• Proficiency in SAP and Microsoft Office Suite (Excel, Outlook, Word)

Skills & Competencies

• Strong 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.

Benefits

• Medical, dental, and vision coverage, including multiple plan options to fit your needs, covering both physical and mental health
• 401(k) with company match
• short- and long-term disability
• life insurance
• access to a Flexible time off, 8 paid holidays, and additional leave benefits so you can recharge, rest, and focus on what matters most.
• Access to supplementary optional benefits, including a company-sponsored weight loss management program and pet insurance

Check out some of our top benefits we have to offer:

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!

People choose to build their careers at ILG because of our passionate team, company culture, flexible work options, and growth opportunities.

Our scalable solutions increase customer profitability, improve construction quality, and reduce cycle times—with our team deeply focused on providing an exceptional customer experience.

We provide installation services and supply chain management for a diverse range of single family, multifamily, commercial, and repair and remodel customers.

We invest in our workforce to help them achieve great things both personally and professionally, offering wide-reaching benefits from healthcare support to financial well-being.

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.

The correct website for job postings for ILG is https://interiorlogicgroup.wd5.myworkdayjobs.com/CareersatILG.

Please call us directly if you have any concerns: 800.959.8333.

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.