Client Support & Scheduling Specialist - Fairfax, VA

ATIS Elevator Inspections, LLC•Fairfax, VA

9d•Onsite

About The Position

The ATIS Group, with ATIS in the US and KJA in Canada, are the premier elevator and escalator consulting, management, and inspection businesses operating across North America. Our inspection services cover the US with more than 185 Qualified Elevator Inspectors (QEI). Our global team of industry veteran elevator and escalator consultants spans all of North America. As consultants we leverage our decades of industry experience to assist our clients in everything from engineering and designing new elevator installations to assessing existing equipment, determining the need for modernization, and managing maintenance and compliance. With offices located throughout the US and Canada, we are well positioned to assist all clients, whether for a single elevator, or for a global corporation with thousands of devices. Agility. Teamwork. Integrity. Service Basic Purpose A Client Support & Scheduling Specialist will serve as the coordinator for schedules and appointments, between the owners and their elevator companies, as well as help the clients assigned to their territory go through the elevator certificate renewal process by providing excellent customer service by informing clients on the next steps to be able to renew their certificate of operation with the local Authority Having Jurisdiction (AHJ). They monitor their dashboard to ensure job completion in order to drive compliance for the accounts they manage in their area. IN this role, they must consider how much time is needed for the required services, travel time between locations, and other variables such as the facilities’ availability, days and hours of operation. They contact the elevator company to coordinate the appointment via phone or email to establish the day and time that works best for the customer, the inspector, the elevator company, and any other required vendors. They should be professional, organized, and responsive to any requests received. A good Client Support & Scheduling Specialists should be able to look at a current schedule and rework the flow, with minimal impact to other customers, in order to prioritize an emergent client need. They will also need to manage cancelations notifying the elevator company and the inspector, so everyone is aware that the job has been rescheduled and coordinate to find an alternate date and time for all involved parties. Once appointments have been confirmed between the elevator company and the scheduler, the scheduler updates the work order and generates an event/inspection record in NetSuite to prompt next steps. They also assist the field staff and answer questions for elevator companies, when needed. Scope Client Support & Scheduling Specialists are the primary point of contact for coordinating inspections for the inspectors in the field with any customer in assigned region and monitoring/updating the ATIS database, NetSuite. Their main duties include: confirming the customer’s requests are correct and check for owed fees, planning out the inspectors’ weekly schedule(s), determining appointment lengths based off the needed services, emailing the customers and elevator companies to arrange dates and times based off the availability of all parties, monitoring ATIS database system NetSuite, assisting each customer through the “next steps” in scheduling their elevator inspections, verifying all information is correct, and informing the customer when additional services are needed to ensure all information is present prior to scheduling the inspections. Reporting and Working Relationships Client Support & Scheduling Specialists report to the Office Manager or Contract Manager for the area. Client Support & Scheduling Specialists work with customers, elevator company’s scheduling representatives, and the inspectors assigned to the area.

Requirements

A high school diploma or equivalent
Ability to manage priorities and workflow
Dependable and available during normal business hours, 40 hours a week
Excellent customer service, communication, organizational skills, and responsiveness
Basic computer skills and knowledge of Microsoft Programs
Versatility, flexibility, and a willingness to work with constantly changing priorities

Nice To Haves

Clerical or administrative experience is preferred
Basic conveyance knowledge is a plus, but not required

Responsibilities

Being available & reachable between 7:00 am – 3:30 pm M-F (minus lunch & breaks).
Reviewing NetSuite scheduling request to determine if customer has requested what it is that needs to be scheduled.
Review the inspector’s availability via their Excel calendar.
Put “pending” requested jobs on the Excel calendar for availability forecasting and avoiding double booking.
Email scheduling request via email to the requestor.
Update the work order with any notes regarding the inspection.
Assign work orders with the date, time and inspector’s names.
Creates an Event/ Inspection record prompting the system to update the inspectors NS calendar, notifying the inspector of the job.
Answering calls or emails and assisting owners, elevator companies, inspectors, and other team members with any questions and concerns.
Other duties as assigned