Customer Service Coordinator

Aston Carter; Naperville (IL); Hybrid; USD 32,000 - 33,000; Full time

Job summary

Aston Carter is seeking a Customer Service Coordinator in Naperville, IL. This role focuses on managing a portfolio of customer and provider cases through the claims process, coordinating repairs, and ensuring timely resolutions.

The position emphasizes strong communication, organization, and the ability to work in a hybrid environment with on-site and remote elements.

Qualifications

• Minimum 2+ years in customer service, service coordination, or claims processing.
• Strong communication skills; ability to build rapport with customers and partners.
• Excellent organizational and multitasking abilities in a fast-paced environment.
• Ability to manage multiple cases simultaneously with attention to detail.
• Strong problem-solving and critical-thinking skills.
• Proficiency with Microsoft Office (Word and Excel).

Responsibilities

• Manage customer and provider cases from initiation to resolution, with timely follow-up.
• Coordinate repairs with service providers and contractors to fulfill claims.
• Monitor open cases and communicate status updates to customers and teams.
• Prioritize urgent service requests and ensure prompt action.
• Handle inbound/outbound calls and emails with professionalism.
• Document case activity and outcomes accurately in company systems.
• Dispatch work orders and coordinate scheduling between customers and providers.

Skills

Customer service

Communication

Organization

Multitasking

Problem solving

Microsoft Office

Tools

Microsoft Word

Microsoft Excel

Job description

Schedule & Work Environment

• Standard daytime schedule:

• During training: Monday through Friday 8AM to 5PM

• After training: Monday through Friday 9:00 AM - 5:30 PM

• On-site training with a transition to a hybrid schedule after a week of training

• Remote on Mondays and Fridays

• In-office Tuesday through Thursday

• Fast-paced environment where priorities may shift due to weather-related events and changing service demands.

• Modern Naperville office featuring amenities including a gym, basketball court, coffee shop, convenience store, and collaborative workspace designed to support employee engagement and growth.

About the Role

We are seeking a Customer Service Coordinator to join our team and play a critical role in supporting customers and service providers throughout the claims and service process. This is not a traditional call center position. Rather than working from a call queue, you will manage a portfolio of customer and provider cases, ensuring service requests are coordinated, tracked, and resolved from start to finish.

What You'll Do

• Manage customer and provider cases from initiation through resolution, ensuring timely follow-up and completion of service requests.

• Coordinate with service providers and contractors to arrange repairs and fulfill customer claims.

• Monitor open cases and proactively communicate with customers, contractors, and internal teams regarding status updates and next steps.

• Prioritize and manage urgent and emergency service requests, ensuring they are addressed promptly.

• Handle inbound and outbound communication via phone and email while maintaining a high level of professionalism and customer service.

• Research and secure qualified service providers when network coverage is limited.

• Build and maintain strong relationships with contractors, vendors, customers, and internal stakeholders.

• Review service requests and claims to ensure they align with company guidelines and contractual requirements.

• Accurately document case activity, communications, and outcomes within company systems.

• Maintain provider records and perform data entry to ensure information remains current and accurate.

• Dispatch work orders and coordinate scheduling between customers and service providers.

• Follow up on outstanding work orders to drive timely completion and customer satisfaction.

• Assist with workflow management and support team operations during periods of high claim volume.

• Participate in provider outreach and onboarding activities to expand service coverage and strengthen provider relationships.

What We're Looking For

• Minimum 2+ years experience in customer service, service coordination, case management, dispatch, claims processing, or operations support.

• Strong communication skills with the ability to build rapport and confidently interact with customers, contractors, and internal partners.

• Excellent organizational and multitasking abilities.

• Ability to manage multiple cases simultaneously while maintaining attention to detail.

• Strong problem-solving and critical-thinking skills.

• Proficiency with Microsoft Office, including Word and Excel.

• Ability to work independently while also collaborating effectively within a team environment.

• A sense of urgency and commitment to resolving customer issues quickly and accurately.

• Strong follow-up skills and commitment to providing exceptional customer experiences.

Job Type & Location

This is a Permanent position based out of Naperville, IL.

Pay and Benefits

The pay range for this position is $23.00 - $24.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Permanent position based out of Naperville, IL.

Application Deadline

This position is anticipated to close on Nov 6, 2026.

Workplace Type

This is a hybrid position in Naperville,IL.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [e-mail] ([e-mail]) for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.