What are the responsibilities and job description for the Outbound Scheduling Specialist position at UMRF Ventures Inc.?
Job Title: Outbound Scheduling Specialist
Department/Group: Ting Internet
Reports to: Manager Customer Operations & Project Management
Classification: Part-time (hourly) non-exempt
Role and Responsibilities
As an Outbound Scheduling Specialist, you are the first point of contact for new Ting customers awaiting installation. You will work from a prioritized list of customers who have already contacted Ting to activate service, ensuring a seamless and efficient scheduling experience. Your role is critical in delivering a positive first impression and minimizing delays in service activation.
Key Responsibilities
- Respond to outbound scheduling tasks by calling from an identified list of customers awaiting install; handle inbound queue work only as triaged.
- Confirm customer details, present optimal time windows, and book installation appointments on first contact whenever possible.
- Execute timely follow-ups via call, text, and email to close the loop if appointments cannot be booked immediately.
- Log clear notes, next steps, and outcomes in CRM systems to ensure status visibility for other team members.
- Set clear expectations for customers regarding preparation, access, and time windows; send appointment confirmations.
- Maintain record hygiene with accurate data entry, stamped next actions/dates, and standardized notes.
- Meet weekly performance targets for activity.
- Ensure follow-ups are completed within 72 hours and maintain a low no-show/reschedule rate.
- Deliver a high-quality customer experience.
Competencies
- Communication skills
- Written and verbal
- Updates statuses without reminders
- Drive for results
- Customer focus
- Interpersonal Savvy
- Active listening
- Empathy
- Composure
- Conflict Management
- Problem solving
- Attention to detail
- Organization
- Multitasking
- Learning on the fly
- Integrity and Trust
- Technical knowledge and learning
- Basic understanding of scheduling and customer account management
- Comfort with basic device and networking and connectivity support
- Closer’s mindset—comfortable asking for appointments and overcoming objections
- Excellent typing skills
- Technical knowledge of Mac operating system and Google Suite applications
Qualifications and Education Requirements
- Prior experience in telecommunications, ISP, or customer service highly preferred
- Bilingual (English/Spanish) is a plus