Scheduler

2 weeks ago

Columbia, United States Great Windows Services Full time
Job DescriptionJob Description

Hunter Douglas is the world's leading manufacturer of window coverings and a major manufacturer of architectural products. We are a brand that you know and trust. With more than 100 years of innovation, we've defined our industry with proprietary products that deliver revolutionary style and functionality and can be found in millions of homes and commercial buildings globally.

As a member of the Hunter Douglas family of brands, 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.

We are searching for candidates that are driven, intelligent, creative, and entrepreneurial. By offering challenging and accelerated opportunities for growth, powered by a shared hunger for success, we create a space for your career to thrive. In return for your expertise, we are committed to providing competitive and robust total compensation and benefit packages to ensure you feel valued. Our dream is to become the fastest growing, most loved, window covering company in the world. What's yours?

Position Overview

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.

The schedule for this position is Tuesday through Saturday.

What you'll do

  • 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
  • All other duties as assigned

Who you are

  • 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
  • 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

What's in it for you?

  • Hourly rate of pay: $17.00
  • Generous benefits package including medical, dental, vision, life, disability
  • A company culture that prioritizes internal development and professional growth
  • Time off with pay
  • 401(k) plan with a degree of employer matching
  • Paid parental leave
  • Wellness programs and product discounts

Please note, all offers presented to candidates are carefully crafted to ensure market competitiveness, equity, and reflect the individual candidate's education, experience, skills and potential.

#LI-KG1

#LI-Remote

Hunter Douglas is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.

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