Scheduling Coordinator

Aston Carter•Warrenville, IL

1d•Hybrid

About The Position

This role focuses on scheduling and coordinating customer appointments for in-home technician visits, ensuring a smooth handoff from the contact center and improving overall service levels and customer experience. You will contact customers, confirm key details, and create appointments in internal systems so technicians have everything they need to complete jobs efficiently and on time.

Requirements

1–3 years of customer service experience in a fast-paced environment.
Proficiency with Microsoft 365, including Microsoft Teams and Microsoft Office applications.
Experience with scheduling, schedule planning, or scheduling coordination.
Ability to handle inbound calls and communicate clearly and succinctly in both verbal and written form.
Strong planning skills, including scoping tasks, setting objectives, and organizing work to meet deadlines.
Effective priority setting, with the ability to focus on what is most important and eliminate distractions.
Demonstrated problem-solving skills, using logic and analysis to find effective solutions.
Ability to learn quickly when facing new problems and adapt to change.
Comfort taking direction from leadership and aligning daily work with company-wide objectives.
Understanding of how organizations operate and the ability to navigate both formal and informal channels to get things done.

Nice To Haves

Oracle experience for creating and managing appointments
Experience in dispatching or working with dispatch processes.
Experience in utilities, HVAC, EMS (such as ambulance, 9-1-1 dispatch, or police dispatch) or similar operational environments.
Familiarity with process management and an interest in improving workflows and procedures.
Ability to analyze both successes and failures to identify opportunities for improvement.
Comfort working in a collaborative, people-centric culture with long-tenured team members.
Interest in professional growth and development within a stable, long-standing organization.

Responsibilities

Call customers promptly after claims are created by the contact center to schedule appointments for the in-home technician team.
Create and manage appointments in Oracle, ensuring accurate entry of dates, times, and job details.
Assign appointments to technicians based on territory, skillset, and availability to maximize efficiency and meet service-level agreements (SLAs).
Confirm and update customer information, including service address and phone number, to ensure technicians have accurate contact and location details.
Collect all necessary information from customers so technicians can successfully complete the appointment on the first visit.
Contact customers within one hour of claim creation to maintain responsiveness and reduce missed SLAs and missed appointments.
Determine when to assign work to third-party contractors if internal technicians cannot meet the SLA or if the appointment falls outside the internal team’s scope of work.
Use Microsoft 365 tools, including Microsoft Teams and Microsoft Office, to communicate, document, and coordinate scheduling activities.
Collaborate closely with leadership and colleagues to align daily scheduling decisions with broader company objectives.
Prioritize incoming work, focusing on the most critical claims and appointments to meet performance goals and improve customer outcomes.
Follow established processes and procedures while identifying opportunities to streamline and improve scheduling workflows.
Communicate clearly and professionally with customers, technicians, and internal stakeholders in both verbal and written formats.
Adapt quickly to new systems, processes, and changes in priorities, applying lessons learned from past experiences to continuously improve.
Use sound judgment and problem-solving skills to resolve scheduling conflicts, address potential delays, and remove roadblocks to service delivery.
Track and monitor appointment status and technician assignments to ensure jobs are completed within agreed timeframes and standards.