Customer Service Technician

About the role

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.

Responsibilities

• Perform repairs, touch-ups, and installation-related tasks following or during production installation across multiple trades and materials
• Minor to complex repairs and replacements, including work in occupied homes, in accordance with ILG standards and safety requirements
• Logistical tasks related to production installs, including material handling and coordination
• 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
• Maintain inventory of parts, tools, and materials required for field operations
• 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

Requirements

• 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)

Qualifications

• 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

Skills

• 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

Benefits

Not specified

Pay

TBD

Schedule

TBD