Central Scheduler

Sorenson Communications • Salt Lake City, UT

1d

About The Position

The Central Scheduler creates, validates, qualifies, and schedules new leads interested in CaptionCall services, and schedules service appointments for existing customers. The position uses sales skills to answer questions and help potential customers schedule appointments for current and future CaptionCall products. It also maintains accurate, efficient travel schedules for outreach teams and involves inbound and outbound calls to people who self-certify their desire and need for captioning services.

The role works with leads and customers, Trainers, Customer Support, Account Management, and product management teams. It supports appointment scheduling and rescheduling, compliance review, customer communications, scheduling reports, and product launches. The position has no supervisory responsibilities and requires less than 25% travel.

Requirements

• High school diploma, GED, or equivalent, or call center experience.
• Familiarity with Microsoft Office, specifically Outlook.
• Familiarity with a database or Customer Relationship Management software.
• Comfort and experience using the telephone to make and receive calls at a rapid pace.
• Ability to communicate effectively by telephone, email, and other written communications.
• Professional and courteous telephone and electronic communications presence.
• Ability to communicate effectively with remotely located employees and internal teams.
• Ability to sit or stand for a long period in an office environment.
• Hand and finger dexterity to operate a computer keyboard, mouse, tools, and other computer components.
• Regular and predictable attendance.
• Positive attitude, teamwork, good interpersonal communication skills, and ability to work across company departments.
• Integrity to maintain highly confidential employee, customer, and technology information in strict confidence.

Responsibilities

• Place and receive calls from applicants for CaptionCall services, contacting each new lead on the first business day it arrives in the system.
• Email, text, or mail customers an installation appointment request when they cannot be reached by phone.
• Screen and verify new leads to confirm their need and desire for CaptionCall captioning services.
• Manage call queues for real-time scheduling at customer-facing events organized by Account Management teams.
• Enter new leads into the database, attach required compliance forms, and make account adjustments according to established processes.
• Confirm leads meet basic environmental requirements for their desired captioning device.
• Maintain a minimum conversion rate of 80% for newly received leads.
• Maintain a revolving backlog of 100–120 customer accounts, with daily contact attempts, and handle an average of 100–150 calls per day.
• Add unreachable or unqualified leads to the drop list and work leads dropped within the last 90 days to arrange service for newly launched products.
• Schedule efficient appointments that minimize unnecessary mileage while keeping the average appointment wait under two weeks for more than 200 Trainers.
• Coordinate with Trainers by phone and email on appointments outside business hours.
• Learn geographic territories, distances, and driving times for more than 200 Trainers.
• Use the scheduling platform to add appointments to Trainer calendars and automatically assign tickets to appropriate Trainers.
• Review daily exception reports and help coordinate Trainer overnight travel and long-distance trips.
• Follow up with Trainers about unsuccessful appointments and contact customers when necessary.
• Assist with rescheduling existing appointments at the request of customers or Management teams.
• Understand variables that affect installation times and the number of installations per Trainer per day.
• Maintain a basic understanding of network configuration requirements and work with businesses to ensure they understand what is needed for CaptionCall installation.
• Review accounts for proper compliance before scheduling service appointments.
• Coordinate self-install requests between leads and Customer Support.
• Maintain a basic understanding of Trainer and Customer Support duties and processes.
• Attend annual Sales training provided by Customer Care Management and National Account Management teams.
• Recommend improvements to centralized scheduling duties.
• Complete summary reports tracking daily and weekly efficiencies.
• Assist product management teams with scheduling newly released products in accordance with project distribution goals and requirements.
• Perform miscellaneous duties, participate in project teams, and complete ad hoc assignments as assigned.

Benefits

• Eligible full-time employees may have access to medical, dental, and vision insurance.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options may be available.
• Life insurance and disability insurance may be available.
• Hospital indemnity, accident, and critical illness coverage may be available.
• 401(k) retirement savings plan with company matching contributions may be available.
• Paid time off (PTO) and paid sick leave may be available.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED