Remote Scheduling Coordinator

Summary

Join our team as a Scheduling Coordinator and play a crucial role in coordinating day-to-day scheduling activities for Field Service. As a key member of our team, you will be responsible for maintaining accurate schedules, communicating with customers and account managers, and handling customer-facing escalations related to scheduling projects.

Requirements

• Must be detailed oriented and quality and results focused
• Ability to work as a team player in a fast paced and deadline driven environment
• Must possess strong decision making capabilities
• Must possess a high level of professionalism and confidentiality
• Must be able to work independently with little or no supervision
• Must be exceedingly well organized and flexible
• Ability to handle and make decisions on complex matters
• Must be flexible and patient with the ability to show compassion to better calm customer and must be able to handle stressful situations
• Able to work independently and prioritize workload
• Persuasive, persistent and self-motivated
• Advanced de-escalation / customer service skills
• Able to show empathy, assertiveness, tact and resilience
• Ability to relate to people from a variety of different backgrounds
• Ability to deal with 30+ inquiries per day via inbound/outbound phone calls and email
• Ability to adapt in a fast paced, changing environment
• Ability to communicate effectively over the phone and email
• Team player attitude A MUST!

Responsibilities

• Responsible for scheduling services; confirming with customers for all scheduled appointments
• Data entry; update accurate date fields and project information relating to Field Service in the CRM
• Ensuring all Service calls are completed daily
• Uploading relative documents as needed into the CRM
• Managing the phone line; incoming and outgoing phone calls
• Requires frequent follow-up with contractors, customers and internal staff
• Prioritize and manage multiple projects simultaneously, and follow through on issues in a timely manner
• Interact with staff in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient
• Coordinates schedule with subcontractors, vendors, and customers within the established service level agreements
• Handles escalated customer calls. Addresses any issues expediently to ensure customer satisfaction
• Resolves accelerated complaints and answers questions of customers regarding services and procedures with a sense of urgency and high level of professionalism at all time
• Communicates with customers regarding scheduling, status, and technical issues
• Maintains accurate records in Salesforce
• Provides sub-contractors with appropriate information and documentation needed to complete the related projects
• When appropriate, coordinate next steps for resolution with internal teams

Benefits

Base Salary $20 — $25 USD