Customer Service/Scheduler

Callout: This•Harrisburg, PA

4d•Hybrid

About The Position

This is a Hybrid role - three days in the office per week. Responsibilities include serving as the central point of contact for all incoming customer calls/emails, addressing customer questions and concerns, and delegating issues to the appropriate individual or group if unable to address them directly. The role also involves assisting schedulers with proactive customer contacts throughout the job scheduling process, providing clear guidance on pre-job requirements, and maintaining logs of all communications.

Requirements

Customer service skills
Scheduling skills
Ability to address customer questions and concerns
Ability to delegate issues
Ability to log customer calls and report out weekly
Ability to provide clear guidance on pre-job requirements
Ability to schedule customer appointments
Ability to issue reminders/confirmations
Ability to maintain a log of all communications
Ability to create work packets
Ability to process bundled job cards
Ability to remove job holds
Ability to create IVR appointments
Ability to assist in work order closeout
Ability to schedule temporary disconnects
Ability to investigate property damage claims

Nice To Haves

This is not a driving role.

Responsibilities

Serve as the central point of contact for all incoming customer calls/emails.
Address customer questions and concerns as much as possible.
Delegate to the appropriate individual or group if unable to address the issue directly.
Log customer calls and report out weekly.
Assist schedulers with proactive customer contacts throughout the job scheduling process.
Provide clear guidance for customers on pre-job requirements, such as inspection due dates, physical work to be completed before execution, and setting up new meter accounts.
Schedule customer appointments and issue reminders/confirmations.
Maintain a log of all communications to report out weekly.
Provide other scheduler assistance as needed.
Assist in creating work packets.
Assist in processing bundled job cards.
Remove job holds once verified.
Create IVR appointments.
Assist in work order closeout.
Schedule temporary disconnects.
Investigate property damage claims and schedule work if PPL liability is determined.