Scheduler

Aston Carter•Naperville, IL

8d•$22 - $22•Hybrid

About The Position

This role focuses on improving the customer handoff between the contact center and in-home technician team during the appointment scheduling process. You will handle high-volume inbound calls, schedule and coordinate appointments in Oracle, and ensure customers receive timely, accurate, and professional service. By managing schedules, confirming key details, and aligning technician assignments with skills and territories, you will help reduce missed SLAs and appointments, ensure full job entitlement, and enhance the overall customer experience.

Requirements

1–3 years of recent high-volume scheduling or dispatch experience in a fast-paced environment.
Proficiency with Microsoft 365, including Microsoft Teams and Microsoft Office applications.
Experience with customer service and handling inbound calls.
Demonstrated ability in schedule planning and appointment coordination.
Strong verbal and written communication skills, with the ability to clearly and succinctly communicate in various settings.
Ability to learn quickly when facing new problems and adapt to change.
Organizational agility, including understanding how to get things done through formal and informal channels.
Strong planning skills, including setting objectives, breaking down work into steps, and developing schedules and assignments.
Effective priority setting, with the ability to focus on what is most important and eliminate roadblocks.
Proven problem-solving skills, using rigorous logic and methods to develop effective solutions.
Process management skills, including the ability to understand, follow, and improve operational processes.

Nice To Haves

Oracle experience, particularly in scheduling or dispatch functions
Experience in utilities, HVAC, or emergency dispatch environments such as EMS, ambulance, 9-1-1, or police dispatch
Comfort working under direction from a leadership team and aligning work with company-wide objectives.
Interest in long-term growth opportunities within an organization where employees tend to build long-tenured careers.
Openness to evolving responsibilities as this newer role and related processes continue to develop.

Responsibilities

Handle inbound calls from customers and technicians and answer questions related to their appointments in a clear, professional, and customer-focused manner.
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, ensuring accurate entry of dates, times, and service details.
Assign appointments to technicians based on territory, skillset, availability, and scope of work.
Confirm and update customer service addresses, phone numbers, and other critical information needed for technicians to successfully complete appointments.
Collect all relevant details about the issue or service request to ensure technicians are fully prepared before arriving on-site.
Contact customers within one hour of claim creation to schedule appointments and set expectations regarding timing and service.
Assign appointments to third-party contractors when the in-house technician team cannot meet service level agreements or when the appointment falls outside of the in-house scope of work.
Collaborate with leadership and team members to adapt to process changes as this newer role evolves.
Follow established processes and procedures while also identifying opportunities to improve scheduling efficiency and customer experience.
Manage multiple tasks in a fast-paced environment, including handling calls, updating systems, and coordinating schedules simultaneously.
Communicate effectively with internal teams, including technicians and contact center staff, to ensure alignment on schedules and customer needs.
Use Microsoft 365 tools, including Microsoft Teams and Microsoft Office, to communicate, document, and track scheduling activities.
Apply strong planning and priority-setting skills to manage workload, meet deadlines, and support team and company objectives.
Demonstrate problem-solving skills by addressing scheduling conflicts, customer concerns, and unforeseen issues using logical and structured approaches.
Learn and adapt quickly to new processes, systems, and changes in the role, contributing to continuous improvement of the scheduling function.