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Scheduler

Company: Great Windows Services
Location: Columbia
Posted on: November 22, 2021

Job Description:

Serving the Mid-Atlantic market from Richmond Virginia to Pittsburgh Pennsylvania, Great Windows Services utilizes a full service integrated approach to drive customer satisfaction and services the leading national retailer and manufacturer of quality custom made blinds, shades, draperies and shutters. We leverage our truck stock and tools, partner with our management team while reviewing performance results and maintain open and constant communications with the client while installing or servicing our products.A Scheduler is responsible for providing quality and efficient customer service to customers and company employees through effective communication, high level of professionalism and the ability to problem solve. A Scheduler must be able to communicate effectively with technicians and customers concerning expected arrival times. Have the ability to resolve scheduling conflicts and communicate any schedule changes. Schedulers must be able to provide problem resolution with customers and if unable to resolve customer issues elevate to the next level of management in a timely manner.HOW YOU'LL CONTRIBUTE

  • Make outbound calls to customers to schedule installation based upon product arrival.
  • Make ETA calls, Contact customers to advise if product will not be delivered on time for installation and reschedule installation or create a follow-up call.
  • Inbound calls from Technicians when there will be a late arrival. Call customer to provide eta for Technician
  • Escalate exceptions
  • Call customers to schedule measures, installation, and repair and return trips based upon estimated arrival from event manager and other couriers estimated delivery dates.
  • Receive inbound calls from customers to setup or change their installation dates.
  • Receive inbound calls from Technicians if there will be a late arrival or customer not present. Must contact customer to resolve while technician is on the phone or call technician with update from customer.
  • Escalate exceptions to Scheduling supervisor or night manager immediately, such as Technician is not prepared for successful installation, sensitive customers, cannot reach a customer (voicemail left) and not going to make the timeframeATTRIBUTES FOR SUCCESS
    • Communicates in a professional, positive and respectful manner both verbally and in writing
    • Demonstrates team spirit and enthusiasm
    • Comfortable multitasking and delivers accurate and thorough work
    • Organized and task oriented and works closely with supervisor
    • Customer focus
    • Discretion
    • Problem Solving / Analysis
    • Technical capacityREQUIRED
      • High School Education or GED equivalent
      • Ability to work full-time, five days a week with one of those days on the weekend
      • Knowledge and understanding of call center operations
      • Strong interpersonal communication skills
      • Ability to de-escalate while remaining poised under pressure
      • Must be able to multi-task well and handle changes in a positive manner
      • Bilingual a plus

Keywords: Great Windows Services, Baltimore , Scheduler, Other , Columbia, Maryland

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