What are the responsibilities and job description for the Scheduling Specialist position at Quench?
The Company
About Quench
Quench USA, Inc. offers bottle-free filtered water solutions for healthy and environmentally conscious consumers outside the home, through direct sales and independent dealers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers, purify the existing water supply to provide reliable and convenient filtered water to a broad mix of businesses, including government, education, healthcare, manufacturing, retail, hospitality, and other large commercial customers, including more than half of the Fortune 500. Quench has grown from a small regional company to a national and international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. The Company has a sustainable mission and value proposition and is the leading consolidator in a fast-growing market. Headquartered in King of Prussia, PA, Quench has sales and service operations across North America to serve our 60,000 customers, and a network of over 250 independent dealers selling products under the brand names Pure Water Technology, Wellsys and Bluline. Quench is a Culligan Company.
About Culligan
Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment products. These products include water softeners, drinking water systems, whole-house systems and solutions for businesses. Culligan’s network of franchise dealers is the largest in the world, with over 900 dealers in 90 countries. Many Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises. For more information visit www.culligan.com.
Values: 5c’s
Culligan as One Customers come first
Commitment to Innovation
Courage to do what's right
Consistently deliver exceptional results
The Position
As a remote Scheduling Specialist, you would be a part of our service team and be responsible for ensuring work orders are scheduled within our service level agreements (SLAs). This includes inbound and outbound communication with internal and external customers, data entry, and dynamic problem solving.
The Scheduling Specialist will strive to balance meeting/exceeding customer SLAs with technician productivity, build, and maintain business relationships with clients and internal customers by providing prompt and accurate service so as to promote customer loyalty.
Essential Functions:
- Provide world-class customer service on every customer contact
- Deal directly with internal/external customers via phone or through electronic inquiries
- Respond promptly to all customer inquiries and requests and follow each inquiry through to completion
- Coordinate service technicians to complete customer requests, including new equipment installation requests
- Work with Sales, Service, and Supply Chain to ensure customer expectations are met
- Identify and escalate priority issues
- Participate in daily meetings with field service representatives to proactively identify issues
- Maintain regular and reliable attendance
Qualifications:
- At least two years of previous Scheduling or routing experience
- Must have a “customer-centric” attitude with an eagerness to provide world-class customer service
- Ability to communicate clearly and professionally, both verbally and in written correspondence
- Knowledge of Microsoft Office (Outlook, Excel, Word)
- Must be able to multi-task and switch between different communication channels quickly and efficiently (email vs. phone)
- Extremely organized and detail oriented
- Ability to work in a team and across different departments
- Must be resourceful and thorough in a fast-paced environment
