Service Coordinator

Aston Carter•Naperville, IL

10d•Hybrid

About The Position

This role operates in a modern, contact-center-style office environment with a strong emphasis on collaboration, communication, and customer service. The schedule is Monday through Friday from 7:00 a.m. to 3:30 p.m., with the opportunity to work from home on Fridays after completing training. During peak season, you will be required to work mandatory overtime on a rotating basis: one Saturday, one weekend, and one Sunday the following weekend, all of which are worked from home, typically rotating every 4–6 weeks with the team. Overtime pay: $33 an hour.

Requirements

1–3 years of service coordination experience in a fast-paced environment.
Proficiency with Microsoft 365, including Microsoft Teams and Microsoft Office applications.
Experience with scheduling or schedule planning in a contact center, dispatch, or similar environment.
Strong customer service skills, including clear and succinct verbal and written communication.
Ability to learn quickly when facing new problems and adapt to change.
Skill in planning and organizing work, including setting objectives, developing schedules, and assigning tasks.
Ability to prioritize effectively, focusing on critical tasks and eliminating roadblocks.
Strong problem-solving skills, using logical methods to identify and implement effective solutions.
Comfort working with inbound calls and managing multiple customer interactions.
Ability to follow direction from the leadership team and align with company-wide objectives.
Organizational agility, including understanding how to navigate formal and informal channels to get things done.
Process management skills, including the ability to understand and follow established processes.

Nice To Haves

Oracle experience for scheduling and appointment management
Dispatching or dispatch coordination experience.
Familiarity with other utilities or home services environments.
Demonstrated ability to analyze successes and failures to drive continuous improvement.
Interest in long-term career growth within a stable organization where many employees have built long tenures.
Comfort working in a people-centric, mission-driven organization focused on helping homeowners navigate unexpected issues.

Responsibilities

Call customers to schedule appointments for the in-home technician (IHT) team based on claims created by the contact center.
Create and manage customer appointments in Oracle, ensuring all entries are accurate and complete.
Assign appointments to technicians according to territory, skill set, and availability to meet service level agreements (SLAs).
Confirm customer details, including service address and phone number, and collect all information required for technicians to successfully complete the appointment.
Contact customers within one hour of claim creation to schedule appointments and provide timely updates.
Assign appointments to third-party contractors when the IHT team cannot meet the SLA or when the appointment falls outside of IHT scope of work.
Use Microsoft 365 tools, including Microsoft Teams and Microsoft Office, to communicate with the leadership team and colleagues and to manage daily tasks.
Follow established processes and procedures to ensure consistent, high-quality service delivery.
Collaborate with internal teams, dispatch, and external partners to resolve scheduling conflicts and ensure coverage.
Prioritize tasks effectively, focusing on critical appointments and eliminating roadblocks to meet goals and deadlines.
Adapt quickly to new processes, systems, and requirements, learning on the fly to handle unfamiliar tasks.
Communicate clearly and professionally with customers, technicians, and colleagues in both verbal and written formats.
Analyze scheduling issues and customer feedback to identify opportunities for process improvement and better customer experiences.
Maintain accurate records of customer interactions, scheduled appointments, and any changes or escalations.
Support the overall mission of improving missed SLAs, reducing missed appointments, ensuring full entitlement of jobs, and enhancing the customer experience.