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The Scheduling Coordinator is responsible for coordinating the day-to-day scheduling activities for Field Service. Responsible for maintaining accurate schedules to full capacity. The Scheduler will be responsible for communicating with the customers and account managers as necessary for scheduling dates. This individual will need to handle customer facing escalations related to scheduling projects. This role will work under minimal supervision and is often called upon to assist management with special assignments and/or project management and reporting.
Essential Job Functions
- 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.
- Other duties as assigned
Competencies
- 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!
Education/Experience
- High School diploma or GED
- Bachelor’s degree or equivalent experience preferred
- Proficiency with Google Workspace preferred
- 3 or more years of experience in a related field and position preferred
- Strongly prefer support experience in a professional services, sales or marketing environment
- Experience in successfully creating and/or modifying processes
- Experience using Microsoft Office products, specifically Word, Excel, Power Point and Access
- Excellent verbal and written communication skills
- Excellent written and verbal communication skills required
- Excellent calendar management skills, including the coordination of complex executive meetings
- Knowledge and/or experience in solar power energy field (Preferred)
- Successful completion of pre-employment background and drug screening
Core Competencies
- Commitment to Excellence – Identify what needs to be accomplished and take action to achieve a standard of excellence beyond job expectations
- Corporate Values – Understand, embrace, and integrate PosiGen’s corporate values into everyday duties and responsibilities
- Customer Service - Identify and respond to current and future needs by providing excellent service to internal customers (employees)
- Safety and Security – Promote a safe work environment for employees
- Teamwork – Resourceful team player that builds, strengthens, and maintains collaborative relationships with others inside or outside the organization
Physical Demands
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.
- The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
EEO Statement
PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.
