Central Scheduler

CaptionCall by Sorenson • Salt Lake City, UT

2d • $32,000 - $53,200

About The Position

The CaptionCall Central Scheduler creates, validates, qualifies, and schedules leads interested in CaptionCall services, and schedules service appointments for existing customers. This inbound and outbound telephone role serves people who self-certify their desire and need for captioning services. The Scheduler answers questions and guides potential customers through scheduling appointments for current and future products, while maintaining accurate and efficient travel schedules for outreach teams.

The position works with a high volume of customer and applicant contacts, qualifies leads, verifies compliance, coordinates appointments with Trainers and Customer Support, and supports product launches and scheduling operations. It has no supervisory responsibilities and requires less than 25% travel. The role has access to highly confidential employee, customer, and technology information and requires maintaining that information in strict confidence.

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 communication presence.
• Ability to communicate effectively with remotely located employees and internal teams.
• Ability to sit or stand for extended periods 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, strong interpersonal communication skills, and ability to work across company departments.
• Integrity and ability to maintain confidential employee, customer, and technology information in strict confidence.

Responsibilities

• Place and receive calls from CaptionCall applicants, contacting each new lead on its first business day in the system.
• Contact customers by email, text, or mail to request an installation appointment 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 leads into the database, attach required compliance forms, and make account adjustments according to processes.
• Confirm leads meet basic environmental requirements for their desired captioning device.
• Maintain at least an 80% conversion rate for newly received leads, a revolving backlog of 100–120 customer accounts with daily contact attempts, and an average of 100–150 calls handled daily.
• Add unreachable or unqualified leads to the drop list and work leads dropped within the prior 90 days to arrange service for newly launched products.
• Schedule appointments efficiently to minimize unnecessary mileage while maintaining an average wait time of less than two weeks for more than 200 Trainers.
• Coordinate with Trainers by phone and email on appointments outside business hours, and learn geographic territories, distances, and driving times.
• Use the scheduling platform to add appointments to Trainer calendars and auto-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 as needed.
• Assist with rescheduling existing appointments at the request of customers or Management teams.
• Understand variables affecting installation times and the number of installations per Trainer per day.
• Understand basic network configuration requirements and work with businesses to ensure they understand installation needs.
• Review accounts for 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 trainings provided by Customer Care Management and National Account Management teams.
• Recommend improvements to centralized scheduling duties and complete daily and weekly efficiency summary reports.
• Assist product management teams with scheduling newly released products according to 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; HSA and FSA options; life and disability insurance; hospital indemnity, accident, and critical illness coverage; a 401(k) retirement savings plan with company matching contributions; paid time off; and paid sick leave.
• Eligible part-time employees may have access to a limited medical plan; dental and vision insurance; voluntary life insurance; short-term disability insurance; critical illness, accident, and hospital indemnity coverage; a 401(k) retirement savings plan with company matching contributions; and sick leave where required by state or local law.

What This Job Offers

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