Scheduling Assistant

Job Summary

We are seeking a highly organized and customer-focused Scheduling Assistant to serve as the primary point of contact for customers throughout the work scheduling process. This role is responsible for providing exceptional customer service, coordinating appointments, supporting scheduling operations, and ensuring accurate communication between customers and internal teams. The ideal candidate is detail-oriented, thrives in a fast-paced environment, and has strong communication and organizational skills.

Key Responsibilities

• Serve as the central point of contact for all incoming customer phone calls and emails.
• Respond to customer questions and concerns, providing timely resolutions whenever possible.
• Escalate or delegate inquiries to the appropriate department when additional support is required.
• Maintain detailed records of customer interactions and prepare weekly communication reports.
• Support schedulers by making proactive outbound calls throughout the job scheduling process.
• Educate customers on pre-job requirements, including:
• Inspection due dates
• Required physical work before service execution
• New meter account setup
• Other project prerequisites
• Schedule customer appointments and send reminders and confirmations.
• Maintain accurate communication logs for reporting purposes.
• Provide administrative support to the scheduling team as needed.
• Assist in creating work packets for field personnel.
• Process bundled job cards and related documentation.
• Verify completed requirements and remove job holds when appropriate.
• Create IVR (Interactive Voice Response) appointments.
• Assist with work order (WO) closeout activities.
• Coordinate temporary disconnect scheduling.
• Investigate property damage claims and coordinate scheduling when company liability has been determined.

Qualifications

• High school diploma or equivalent required; associate's degree preferred.
• 2 years of customer service, scheduling, dispatch, or administrative experience.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Proficiency with Microsoft Office Suite, particularly Outlook, Excel, and Word.
• Experience working with scheduling software, work order systems, or CRM platforms is preferred.
• Ability to manage multiple priorities while maintaining a high level of accuracy.
• Strong problem-solving skills and attention to detail.
• Ability to work effectively both independently and within a team environment.