Service Scheduler, Customer Experience

Region / Function: North America / Customer Experience 

Location: US

Reports To: Planning & Scheduling Supervisor

Key Relationships:

• Planning & Scheduling Supervisor 

• Planning & Scheduling Sr. Leader

• Director Routing and Scheduling 

• VP Logistics

• Branch Managers, Service Managers, and Technicians

• Contact Center colleagues

• North America Managers and Colleagues

• Key customers

• Strong relationships within customer organization and field

Job Summary:

In this position the scheduler will use a variety of routing and scheduling software solutions to create and provide tech Schedules each day. This person will be responsible for partnering and supporting the field operations teams, Customer Service Associates, as well as, having the ability to accommodate and or overcome customer scheduling objections all while creating a great customer experience. In this position you will also be responsible to achieve company goals and objectives, report metrics and work with others to achieve a common goal.

Key Performance Indicators: 

• Scheduling Customer Follow-up Requests worked

• PNI (paid, not inspected) and INI (initial service)  Scheduled

Principal Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

• Support assigned branches, regions or division confirming and setting scheduling work where there is no current capacity

• Works Scheduling CFR’s and assigns schedules while partnering with the field

• Assist in Scheduling New Business

• Work with Branch and Customer to reinstate and schedule their cancelled work order

• Work with Branch and Customer by offering current month availability to work orders schedule into the future

• Call/Text customers when techs call out that require stops to be moved

• Contacts and moves up INI scheduled outside of 3 days

• Use Excel to compile reports as requested

• Performs other duties as assigned

Required Experience:

• Ability to read, analyze, and interpret general business documents, maintenance instructions, procedural manuals and/or government regulations

• Ability to manage multiple, repetitive tasks

• Basic understanding of internet, e-mail processes, software applications (such as MS Word, Outlook), Texting software or other forms of software needed to accomplish this objective

• Ability to effectively interact with co-workers and the public

• Basic knowledge of the company’s branch service department as it relates to resources, territory structure, advanced planning of recurring services and schedule availability for unplanned demand

• Basic knowledge of the company’s operating systems

Required Leadership Traits and Characteristics:

• Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers as required.

• Able to demonstrate strong levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details.  

• Acts with the highest standards of integrity at all times and builds enduring and trusting relationships across all key stakeholders.

Formal Education, Qualifications or Training:

• High school diploma or (GED) or equivalent combination of education and/or experience in the service industry

• 1-2 years of related experience as dispatcher and/or customer service agent

Physical Demands and Working Conditions:

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Sitting for long periods of time while using office equipment such as computers, phones and etc.
• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

• Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.