Customer Service Technician

About the role

Looking to build your career and design your future? You have come to the right place.

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.

Additional information

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!