Client Support & Scheduling Specialist - Fairfax, VA

ATIS Group•Fairfax, VA

8d•Onsite

About The Position

A Client Support & Scheduling Specialist serves as the coordinator for schedules and appointments between owners and their elevator companies. They also assist clients in their assigned territory through the elevator certificate renewal process by providing excellent customer service and informing clients on the next steps required to renew their certificate of operation with the local Authority Having Jurisdiction (AHJ). The role involves monitoring a dashboard to ensure job completion and drive compliance for managed accounts. Specialists must consider the time needed for services, travel time, and facility availability. They coordinate appointments via phone or email with the elevator company, ensuring the best day and time for the customer, inspector, elevator company, and any other required vendors. Professionalism, organization, and responsiveness are key. A good specialist can rework schedules with minimal impact to prioritize emergent client needs. They also manage cancellations by notifying all parties and rescheduling, and update work orders and generate event/inspection records in NetSuite to prompt next steps. Additionally, they assist field staff and answer questions for elevator companies.

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

Serve as the coordinator for schedules and appointments between owners and their elevator companies.
Assist clients through the elevator certificate renewal process by providing excellent customer service.
Inform clients on the next steps to renew their certificate of operation with the local Authority Having Jurisdiction (AHJ).
Monitor dashboard to ensure job completion and drive compliance for managed accounts.
Consider time needed for services, travel time, and facility availability when scheduling.
Contact elevator companies to coordinate appointments via phone or email.
Establish the best day and time for appointments considering all parties involved.
Rework schedules with minimal impact to prioritize emergent client needs.
Manage cancellations by notifying all parties and rescheduling.
Update work orders and generate event/inspection records in NetSuite to prompt next steps.
Assist field staff and answer questions for elevator companies.
Be available and reachable between 7:00 am – 3:30 pm M-F (minus lunch & breaks).
Review NetSuite scheduling requests to determine if the customer has requested what 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 requests 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.
Create an Event/Inspection record prompting the system to update the inspector’s NS calendar, notifying the inspector of the job.
Answer calls or emails and assist owners, elevator companies, inspectors, and other team members with any questions and concerns.
Perform other duties as assigned.