Appointment Coordinator

Aston Carter•Warrenville, IL

1d•$22 - $22•Hybrid

About The Position

The Appointment Coordinator plays a key role in improving the customer experience by coordinating seamless handoffs between the contact center and in-home technicians during the appointment scheduling process. In this role, you handle inbound calls, schedule and confirm appointments in Oracle, and ensure technicians have all the information they need to complete jobs successfully and within service level agreements. You work in a fast-paced environment, balancing customer needs, technician availability, and territory requirements to reduce missed appointments and improve overall service quality.

Requirements

1–3 years of customer service experience in a fast-paced environment.
Proficiency with Microsoft 365, including Microsoft Teams and Microsoft Office.
Experience with scheduling, schedule planning, or scheduling coordination.
Ability to handle inbound calls and communicate clearly and succinctly both verbally and in writing.
Strong planning and organizational skills, including the ability to break work into steps, develop schedules, and assign tasks effectively.
Demonstrated ability to set priorities, focus on what is most important, and eliminate roadblocks to achieve goals.
Proven problem-solving skills using logical, analytical methods to identify and resolve issues.
Ability to learn quickly when facing new problems, remain open to change, and adapt to evolving processes.
Comfort working under defined service level agreements and time-sensitive expectations, such as contacting customers within one hour of claim creation.

Responsibilities

Answer inbound 20-40 calls from customers and technicians regarding questions related to scheduled or pending appointments.
Call customers to schedule appointments for the in-home technician team based on claims created by the contact center.
Create and manage appointments in Oracle, ensuring accurate entry of dates, times, and job details.
Assign appointments to technicians based on territory, skillset, and availability to optimize coverage and meet service level agreements.
Confirm customer service address, phone number, and other relevant contact information for each appointment.
Collect and document all details required for technicians to successfully complete appointments, including any special instructions or access requirements.
Contact customers within one hour of claim creation to schedule or confirm appointments and set clear expectations.
Coordinate with third-party contractors and assign work to them when the in-house team cannot meet service level agreements or when the appointment falls outside the in-house scope of work.
Adapt to evolving processes and procedures as this is a newer role, providing feedback and embracing changes that improve efficiency and customer experience.
Use Microsoft 365 tools, including Microsoft Teams and Microsoft Office, to communicate with the leadership team and colleagues and to stay aligned with company-wide objectives.
Prioritize tasks effectively in a fast-paced environment, focusing on the most critical appointments and issues to meet deadlines and performance targets.
Apply strong planning skills to accurately scope the length and complexity of scheduling tasks, anticipate potential issues, and adjust schedules as needed.
Demonstrate effective problem-solving by using rigorous logic and analysis to resolve scheduling conflicts, customer concerns, and process challenges.
Navigate organizational processes and channels effectively, understanding how to get things done through both formal and informal networks.
Continuously learn and adapt to new systems, processes, and challenges, analyzing successes and failures to improve performance.
Contribute to a positive, energetic team environment by communicating clearly, collaborating with peers, and supporting shared goals.