Customer Service Coordinator

Customer Service Coordinator

If you're looking for a customer service role where you can own cases, solve problems, and make a real impact rather than work in a traditional call center setting, we'd love to hear from you.

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)

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

Workplace Type: This is a hybrid position in Naperville, IL.