Customer Service Technician

Summary The Customer Service Technician is responsible for providing excellent customer service through high-quality warranty repairs and product installations. This position plays a critical role in supporting both customer service and production operations, ensuring repairs are completed efficiently, safely, and to ILG’s quality standards. Technicians must demonstrate professionalism, technical skill, and strong communication while working in both occupied homes and new construction environments. Essential Functions Perform repairs, touch-ups, and installation-related tasks following or during production installation across multiple trades and materials Perform minor to complex repairs and replacements, including work in occupied homes, in accordance with ILG standards and safety requirements Perform logistical tasks related to production installs, including material handling and coordination Maintain inventory of parts, tools, and materials required for field operations Travel to local customer locations to perform field service, repairs, and support Communicate effectively with customers and internal teams to ensure clear understanding of scope, timelines, and expectations Organize workflow efficiently and maintain accurate documentation related to repairs, materials, and completed appointments Confirm and document completed appointments accurately and promptly Provide feedback to internal teams regarding product quality, installation methods, and process improvement opportunities Mentor and support less experienced technicians, as applicable Perform other duties as assigned Education & Experience High school diploma or GED, or equivalent combination of education and experience One or more years of experience in construction or related trades, with increasing responsibility and technical complexity over time Valid driver’s license and vehicle insurance as required by state law Ability to perform repairs and service work in occupied homes Good verbal communication and organizational skills Demonstrated ability to train, mentor, or support other technicians as experience level increases Experience in one or more construction trades, which may include: Flooring (tile, carpet, wood, or LVP), Cabinets (repair, touch-up, adjustment), Countertops (basic repair through advanced fabrication and replacement across multiple materials) Skills & Competencies Strong technical aptitude with knowledge of multiple trades, including flooring, cabinetry, and countertops Excellent communication skills with customers and team members Strong organizational and time management abilities Demonstrated problem-solving and analytical skills to diagnose and resolve installation or repair issues Ability to follow safety standards and company policies consistently Commitment to quality, accountability, and customer satisfaction Proficiency in Microsoft Office Suite; SAP knowledge preferred Physical Requirements Ability to stand, sit, walk, bend, and stoop for 8+ hours Minor lifting and carrying may be required Work Environment Work performed at construction job sites and office locations. Exposure to construction materials, paints, wood finishing products, and tools. 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. People choose to build their careers at ILG because of our passionate team, company culture, flexible work options, and growth opportunities. 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. 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 With over 200 locations throughout the United States, including 100+ Design Studios, there are opportunities to learn, grow, and reach your full potential! 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. U.S. Department of Labor Information Know Your Rights Pay Transparency #J-18808-Ljbffr ISI Design and Installation Solutions, INC.