Appointment Scheduler (Hybrid)

Aston Carter•Warrenville, IL

13d•$22 - $22•Hybrid

About The Position

The Appointment Scheduler coordinates handoffs between the contact center and in-home technicians to improve the customer experience. The role handles inbound calls, schedules and confirms appointments in Oracle, and ensures technicians have the information they need to complete jobs successfully within service level agreements. The scheduler balances customer needs, technician availability, and territory requirements to reduce missed appointments and improve service quality. This permanent hybrid position is based in Warrenville, Illinois. The role is based in a modern office in Naperville; after training, work from home is available on Mondays and Fridays. Standard hours are Monday through Friday, 10:30 a.m. to 7 p.m. Additional overtime may be available during busy periods. During peak season, mandatory overtime includes one Saturday and one Sunday on alternating weekends, both worked from home, in rotation with the team every 46 weeks.

Requirements

13+ years of appointment coordination, scheduling, routing, or dispatcher 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, verbally and in writing.
Strong planning and organizational skills, including the ability to break work into steps, develop schedules, and assign tasks effectively.
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, remain open to change, and adapt to evolving processes.
Comfort working under defined service level agreements and time-sensitive expectations, including contacting customers within one hour of claim creation.

Responsibilities

Answer 20–40 inbound calls from customers and technicians about scheduled or pending appointments.
Call customers to schedule appointments for in-home technicians based on claims created by the contact center.
Create and manage appointments in Oracle, accurately entering dates, times, and job details.
Assign appointments to technicians based on territory, skills, and availability to optimize coverage and meet service level agreements.
Confirm each appointment’s service address, phone number, and other relevant contact information.
Collect and document details technicians need to complete appointments, including special instructions and 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 the work is outside the in-house scope.
Adapt to evolving processes and procedures, provide feedback, and support improvements to efficiency and customer experience.
Use Microsoft 365 tools, including Teams and Office, to communicate with leadership and colleagues and stay aligned with company objectives.
Prioritize tasks in a fast-paced environment, focusing on critical appointments and issues to meet deadlines and performance targets.
Plan scheduling work by assessing its length and complexity, anticipating issues, and adjusting schedules as needed.
Resolve scheduling conflicts, customer concerns, and process challenges using logic and analysis.
Navigate organizational processes and channels effectively through formal and informal networks.
Learn and adapt to new systems, processes, and challenges, using successes and failures to improve performance.
Communicate clearly, collaborate with peers, and support shared team goals.