Job Summary
We are looking for a skilled Scheduler to manage service and installation calendars for both residential and commercial customers.
The Scheduler will be responsible for coordinating and distributing the workflow for our Installer technicians, managing customer calls and ensuring excellent customer service.
The successful candidate must be an excellent communicator, able to remain calm and composed, especially in stressful situations.
They should also have a customer-orientated approach and ability to learn Garage Door terminology and operations.
Responsibilities
- Manage the scheduling/dispatching of service calls to ensure efficiency
- Coordinate with crew to schedule emergency service calls
- Follow process and procedures for scheduling including communication scripts
- Organizes workflow and appointments by reading and routing correspondence, collecting customer information, and managing assignments
- Identify customer’s needs, clarify information for accuracy and communicate solutions
- Prioritize calls according to urgency and importance
- Return customer calls in a timely manner and check voicemail periodically throughout the day for customer messages
- Be efficient and productive in a fast paced, customer service- oriented office setting
- Build sustainable relationships and engage customers by taking the extra mile
- Develop and maintain good communication, take direction well and provide feedback professionally
- Be comfortable in a fast-paced environment, can handle interruptions in workflow and adept to change
- Provide clerical and administrative tasks as assigned
Core Skills
- Skilled computer literacy
- Experienced with MS Office 365 and calendar management
- Excellent writing skills for professional quotes
- Highly organized
- Strong attention to detail
- Experienced with Salesforce preferred
- Experienced scheduler/dispatcher or relevant position
- Proficient in English (oral and written)
- Fast typing with experience in data entry
- Ability to multi-task, set priorities and manage time effectively
- Sound judgement and critical thinking
- High school diploma or equivalent: Higher degree preferred
- Strong phone and verbal communication skills along with active listening
- Professional phone voice etiquette
Benefits-What we offer
- Medical & Dental insurance
- Paid time off (PTO) after 90 days
- 401(k) match up to 4% after 1 year of service
- Referral program
- Employee assistance program
- Six Paid Holidays, after 1 year of service
Qualifications
Excellent Customer Service- 2 years Required
Communication skills– 2 years Required
Multi-line phone systems– 2 years Required
Microsoft Office — 2 years Required
Dispatching/Appointment scheduling- – 2 years Required
Resource scheduling coordination 1 year Required
Salesforce Field Service 1 year preferred
Smartsheet- 1 year preferred
