Customer Service Representative-Client Scheduling

• Job Title: Customer Service Representative-Client Scheduling
• Duration: 6 Months (CTH-Contract to Hire)
• Location: Whitehouse Station, NJ
• Work schedule-Hybrid role- In office-Monday Wednesday and Thursday/ WFH Tuesday/Friday
• Work Hours-likely to be 09:00-05:30 or 09:30-6:00 (40 hours a week)
• Must be flexible to work 4 hours during Saturday as scheduled on rotational basis

Note: This role is only for US Citizen /Green card holders.

JOB DESCRIPTION

• Work schedule-Hybrid role for WHS,NJ- In office-Monday Wednesday and Thursday/ WFH Tuesday/Friday
• Work Hours-likely to be 09:00-05:30 or 09:30-6:00 but will be confirmed at the time of offer Weekend work is an option depending on workload and would be OT
• Interview will be on site, and they generally only do one
• Ability to work 40 hours a week on scheduled shift. Initial training is 9:00am to 5:30pm CT Mon to Friday.
• After training is concluded, an 8-hour shift would be a assigned between 7am - 7pm CT the latest start time would be 10:30am CT and work until 7:00pm CT
• Candidate must be flexible to work 4 hours during Saturday as scheduled on rotational basis

SUMMARY :

• The main role of a Client Scheduling Coordinator is to function as the point of contact between Client and the client throughout the home assessment scheduling process and support our Risk Consultants in meeting monthly/yearly production and timeliness goals.
• Our coordinators work diligently to build relationships to create strong partnerships with internal and external business partners to manage the home assessment scheduling process in an assigned territory.
• Acting as a subject matter expert on the geography of their assigned territory while working to ensure that appointments are scheduled logically and efficiently.
• During the scheduling process, they provide exemplary customer service.

HOURS OF OPERATION:

• Monday-Friday: 8:00am-8:00pm ET. During the week each shift is an 8-hour shift, there are several scheduled shifts to cover the business hours.
• The first shift is 7:30am-4:00pm and the final shift is 11:30am-8:00pm.
• Our new hires are assigned to the shift which will support their training and is dependent upon the area they are trained on.
• This allows for the new trainee to strengthen technical skills and demonstrate proficiency.
• Once proficiency is demonstrated a later shift may be assigned based on business needs.
• Everyone may have the opportunity to work each shift at some point.

JOB RESPONSIBILITIES:

• Acting as the point of contact between Client and the client throughout the home assessment scheduling process
• Making a high volume of outbound contacts (calls/emails) to secure appointments
• Maintain an appointment-setting process that accommodates the needs of both clients and business partners
• Follow through with all tasks in an effective and efficient manner by using company and department resources
• Consistently complete tasks with an increased focus on the details to improve the scheduling experience
• Proactively and clearly communicate needs and concerns
• Work to collaboratively respond to inquiries within 24 hours of receipt
• Provide trends, availability issues, and scheduling concerns in a timely manner to leadership monthly
• Communicate clearly and in a professional manner with all internal and external business partners. (emails, phone calls, MS Teams chat)

SKILLS:

• Effective, strong, and service focused communication skills, both verbal and written”
• Outlook-must be able to manage multiple calendars for scheduling of appointments
• EXCEL-Pivot tables, data entry

EXPERIENCE/EDUCATION:

• GED/High School Education- Minimum of high school diploma or equivalent; college degree or currently pursuing is a plus
• 1-2 years Customer Service experience .