Scheduler - Call Center
Description
JOB DESCRIPTION
Scheduler
What is the role of a Scheduler?
Work with the Scheduling team to provide real-time monitoring of scheduled maintenance and service calls to ensure that services provided by Burroughs Field Service technicians are as efficient as possible, and that customer SLAs are met.
The Scheduler will be using a web-based tools to provide phone support and scheduling support. Using the scheduling tool they will monitor active service calls and the scheduler will be contacting the field team via phone, text, email, or chat. The objective of this role is to ensure customer satisfaction and field efficiency through assistance to the Field Service Managers. This position may field customer escalations and take appropriate actions as needed within our systems or with our customers and the field service team.
The Scheduling team operates 24/7 and qualified candidates should be comfortable working any shift. After completion of the training program, a consistent schedule will be assigned to each Scheduler team member. This is an in 40 hour per week office position that will work in our Elmhurst IL or Portland OR offices.
What will I be doing as a Scheduler?
- Real-time active use of Oracle Field Service scheduling by updating service calls with documentation of service actions.
- Monitor service and project calls to assist in routing and scheduling technicians efficiently based on SLA requirements, technician availability, and technician location via a Gantt chart.
- Demonstrate understanding of assigned territory such that reassignment of calls can be effectively handled based on technician’s current location.
- Create, update, or close service requests and work orders as required in scheduling system this may include requests from customers via phone, email, chat or text.
- Monitor communication channels to answer internal or customer escalations for assigned region, coordinating with Service Technicians and District Managers.
- Provides support and resolve problems encountered by the Field team.
- Collaborates with key stakeholders in assigned region in performing functions to contribute to effective resource allocation and assignment as well as the districts’ overall objectives and targets.
- May be required to take technician requests to provide device access.
What skills do I need to be successful as a Scheduler?
- The ideal candidate has experience in field tech scheduling and using software similar to Oracle-based products.
- Customer Service skills in handling a variety of calls from customers and field technicians.
- Work with Microsoft Office tools like Outlook, Word and Excel.
- Excellent communication, organization, and problem-solving skills.
- Ability to work independently and within a collaborative team environment.
- Ability to exercise sound judgement and decision-making in analyzing and solving problems.
- Punctual and reliable.
- Multi-tasking with astute attention to detail.
- Initiative and drive to achieve satisfactory KPI’s for scheduling activities.
- Demonstrated ability to work effectively and professionally under pressure, in a team-oriented environment, with frequent changes to deadlines and priorities based on customer and team needs.
Physical Requirements and Working Conditions:
- This is largely a sedentary role, requiring use of typical office equipment such as computer, computer accessories, and telephony system.
- Work from office required.
Education and Experience:
- High school diploma or GED.
- Prior customer service or equivalent problem-solving experience required.
- Effective use of Microsoft applications including Windows, Outlook, Excel, and Word.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice depending on company/client requirements.