Scheduler

Aston Carter•Naperville, IL

11d•$22 - $22•Hybrid

About The Position

This role focuses on coordinating and scheduling customer appointments to ensure a smooth handoff between the contact center and the in-home technician team. You will handle inbound and outbound calls, create and manage appointments in Oracle, and help improve service levels, appointment completion, and overall customer experience.

Requirements

1–3+ years of scheduling or dispatch experience in a fast-paced environment.
Proficiency with Microsoft 365, including Microsoft Teams and Microsoft Office applications.
Experience with scheduling or schedule planning, including coordinating appointments and managing calendars.
Experience handling inbound calls and interacting directly with customers or internal stakeholders.

Responsibilities

Answer inbound calls from customers and technicians, providing clear and accurate information about scheduled or pending appointments.
Call customers to schedule appointments for the in-home technician team based on claims created by the contact center.
Create and manage appointments in Oracle, assigning them to technicians according to territory, skillset, and availability.
Confirm customer service addresses, phone numbers, and all necessary details to ensure technicians can successfully complete appointments.
Contact customers within one hour of claim creation to schedule appointments and set clear expectations.
Assign appointments to third-party contractors when the in-home technician team cannot meet service-level agreements or when the appointment falls outside the team’s scope of work.
Use Microsoft 365 tools, including Microsoft Teams and Microsoft Office, to communicate, document, and manage scheduling activities.
Collaborate closely with leadership and team members to align daily work with company-wide objectives and service standards.
Adapt to changes in processes and procedures as the role evolves, contributing feedback and ideas for continuous improvement.
Prioritize tasks effectively to focus on the most critical appointments and issues, ensuring timely resolution and minimized missed appointments.
Apply strong problem-solving skills to address scheduling conflicts, customer concerns, and unforeseen issues.
Follow established processes and procedures while helping to refine and improve scheduling workflows.
Maintain a professional, customer-focused demeanor in a fast-paced environment, ensuring a positive experience for every caller.