Field Service Scheduler

Position Purpose/Summary

The Field Service Scheduler is committed to providing the highest quality of service to the communities, customers, and employees we serve by ensuring efficient scheduling and coordination of field operations, minimizing delays, and enhancing customer satisfaction. By proactively managing appointments, resources, and communication, the Field Service Scheduler plays a key role in streamlining operations and ensuring the timely completion of installations and service calls.

Primary Duties & Responsibilities

1. Manage Inbound and Outbound Communication: Handle incoming and outgoing calls to assist customers with inquiries, resolve issues and provide updates related to field operations.
2. Coordinate Scheduling for Appointments: Schedule and confirm new installation appointments and troubleshoot existing customer issues, ensuring efficient allocation of field technician resources.
3. Communicate Rescheduling Needs: Assist customers with rescheduling requests via phone, email, and SMS, ensuring timely updates and confirmation of changes.
4. Provide Real-Time Support to Dispatcher: Serve as the point of contact for dispatchers, relaying important information, and addressing any logistical challenges during installations or service calls.
5. Resolve Escalated Customer Issues: Investigate and resolve escalated customer complaints or inquiries, maintaining high levels of professionalism and customer satisfaction.
6. Order/Case Reclassification and Management: Reclassify orders that are not ready for installation, documenting necessary updates and ensuring smooth workflow for the field team.
7. Maintain Accurate Documentation: Keep detailed records of customer interactions, schedule changes, and order statuses in company systems to ensure data accuracy and compliance.
8. Performing all other duties and responsibilities as assigned.

Knowledge, Abilities, & Skills for Success

1. Effectively communicate in a positive and professional manner through written and verbal communications in all interfaces with customers/public, fellow employees, and vendors.
2. Ability to use appropriate computer programs (including, but not limited to, Microsoft Office Suite) which includes having proficient computer skills and the ability to adapt and learn as programs and processes change.
3. Ability to work as a team member and exert initiative to work independently to reach a goal.
4. Ability to embrace change in the workplace while encouraging others to seek innovative approaches.
5. Ability to function effectively as a team player.
6. Knowledge of and the ability to comply with Company's Customer Proprietary Network Information (CPNI) regulations and procedures.
7. Ability to work a flexible work schedule, as needed, to best serve our customers.

Qualifications

At a minimum, the Field Service Scheduler must have a high school diploma or equivalent and at least 3-5 years of customer service experience.

American Broadband Holding Company, dba Fastwyre Broadband, is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Compensation details: 22-25 Hourly Wage

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