Scheduler - FL

For over 20 years, Great Windows Services is the premier installation company of custom-made blinds, shades, draperies and shutters, servicing the greater Baltimore-Washington, D.C. area, Delaware, Pittsburgh, Pennsylvania and the Florida market. We are the exclusive installation partner for 3 Day Blinds and proudly work with their clients in these areas to complete their window covering projects with exceptional installation services. 3 Day Blinds has been in business for over 40 years and they delight in transforming client homes and workplaces with custom-made window coverings. We do it together and operate as “One Team” to exceed client expectations. At Great Windows Services, our unique service approach differentiates us in the industry by offering our clients a personalized “white glove” experience. In the end, we are not satisfied unless the client is thrilled! We strive to create a culture of learning and opportunity, and most importantly, an environment where you can feel passionate and connected to your work every day.

The Scheduler is responsible for providing quality and efficient customer service to customers and company employees through effective communication, high level of professionalism and the ability to problem solve. The Scheduler must be able to communicate effectively with technicians and customers concerning expected arrival times. Have the ability to resolve scheduling conflicts and communicate any schedule changes. Schedulers must be able to provide problem resolution with customers and if unable to resolve customer issues elevate to the next level of management in a timely manner.

WHAT'S IN IT FOR YOU

• You’ll receive competitive pay and benefits including medical, dental, vision, time off with pay and a 401(k) plan with a degree of employer matching.
• We provide short-term and long-term disability benefits at no cost to you! In addition, we offer company-paid life and accidental death and dismemberment insurance with opportunities to elect additional voluntary insurance plans as well.
• We offer eligible employees six weeks of paid parental leave to bond with a child following birth, adoption, or foster placement.
• Enjoy amazing discounts on our 3 Day Blinds products as well as access to various other exclusive discounts!

HOW YOU’LL CONTRIBUTE

• Make outbound calls to customers to schedule installation based upon product arrival.
• Make ETA calls, Contact customers to advise if product will not be delivered on time for installation and reschedule installation or create a follow-up call.
• Inbound calls from Technicians when there will be a late arrival. Call customer to provide eta for Technician
• Escalate exceptions
• Call customers to schedule measures, installation, and repair and return trips based upon estimated arrival from event manager and other couriers estimated delivery dates.
• Receive inbound calls from customers to setup or change their installation dates.
• Receive inbound calls from Technicians if there will be a late arrival or customer not present. Must contact customer to resolve while technician is on the phone or call technician with update from customer.
• Escalate exceptions to Scheduling supervisor or night manager immediately, such as Technician is not prepared for successful installation, sensitive customers, cannot reach a customer (voicemail left) and not going to make the timeframe

ATTRIBUTES FOR SUCCESS

• Communicates in a professional, positive and respectful manner both verbally and in writing
• Demonstrates team spirit and enthusiasm
• Comfortable multitasking and delivers accurate and thorough work
• Organized and task oriented and works closely with supervisor
• Customer focus
• Discretion
• Problem Solving / Analysis
• Technical capacity

REQUIRED

• High School Education or GED equivalent
• Ability to work full-time, five days a week with one of those days being on the weekend
• Knowledge and understanding of call center operations
• Strong interpersonal communication skills
• Ability to de-escalate while remaining poised under pressure
• Must be able to multi-task well and handle changes in a positive manner
• Bilingual a plus