Service-Install: Scheduling Coordinator

The Overhead Door•Cincinnati, OH

About The Position

This position is the main resource for scheduling CSRs using the IEX software. Responsibilities include determining staffing levels based on call volume and available resources, coordinating and adjusting employee requests/needs with business needs, and providing support for special projects and analysis of IEX data. The role involves maintaining an accurate CSR schedule and conformance database using IEX Software, maintaining a database of employee schedules and phone adherence, and documenting non-conformance issues. The coordinator will make decisions regarding all CSR scheduling, provide administrative assistance to the Manager for daily needs and special projects, and determine the best methods to resolve problems to ensure customer satisfaction and adherence to company policies. Assistance will be provided to Supervisors, and back-up support will be offered to CSRs and Supervisors as needed. The role also includes floor training of newer CSRs, providing technical product and systems support, and being available for a flexible schedule, including rotations of approximately one Saturday per month to act as a supervisor.

Requirements

Exceptional telephone communication and problem solving skills.
Basic computer skill, including data entry, Microsoft Excel and Word.
Must be capable of handling customer complaints in a satisfactory manner.
Minimum 2 years experience in a Customer Service environment.
High School diploma or equivalent and some college credit.

Nice To Haves

Previous experience with IEX software desirable.
Bachelors degree preferred.

Responsibilities

Determining staffing levels based on call volume and available resources.
Coordinate and adjust employee requests/needs with our business needs.
Provide support as needed for special projects and analysis of IEX data.
Maintain an accurate CSR schedule and conformance database using IEX Software.
Maintain database of employee schedules and phone adherence.
Document through IEX and special reporting all non-conformance issues.
Make decisions regarding all CSR scheduling, both on a standard scheduling level and on a day-to-day basis.
Provide administrative assistance to Manager as needed to address daily needs of department.
Provide administrative assistance to Manager as needed for special projects.
Determine best method(s) to resolve problems to ensure customer satisfaction and adhere to company policies.
Provide assistance as needed to Supervisors.
Provide back-up support as needed to CSRs.
Provide follow-up with department members as necessary.
Assist with floor training of newer CSRs.
Possess skills needed to provide CSR support both technical product support and systems support.
Provide back-up support to Supervisors as needed.
Be available for flexible schedule, including rotations of approximately one Saturday per month to fill in as acting-supervisor.