Scheduling Coordinator

Job Type

Full-time

Description

Guardian is rapidly expanding and needs a highly motivated self-starter to join our CSR team. The Schedule Coordinator serves as the first impression of the company, where over 30% of our clients are repeat and referrals and have more than 2,000 positive reviews on Google. The Schedule Coordinator will be responsible for strategically scheduling opportunities for our Sales team, which requires attention to detail and the ability to communicate with a diverse clientele effectively. The ideal candidate will be passionate about customer service, an exceptional multitasker, have excellent verbal and communication skills, exercise good decision making and will thrive in a team environment.

KEY RESPONSIBILITIES

• Schedule and convert a high volume of incoming calls to sales opportunities.
• Respond timely to a high volume of web-based leads from assigned platforms (e.g., Yelp, Angie's List, etc.) to convert into sales appointments.
• Scheduling and maintaining a complex calendar, setting up multiple types of appointments, and managing a dynamic schedule in accordance with sales requirements.
• Maintain a high level of inbound and outbound calls to achieve daily, weekly and monthly department goals
• Effective management of daily schedules for estimation department for same-day openings, reschedules and cancelations
• Utilize strategic thinking in conjunction with Guardian-provided sales training to achieve highest close rate when scheduling appointments .
• Maintain effective, professional and timely communications with customers and internal departments regarding processes and procedures, short-term and long-term schedules, project issues and installation status.
• Work within industry specific software, Service Titan to coordinate account activities internally.
• Investigate, respond to, and resolve customer and internal questions or concerns with a sense of urgency.

Requirements

• 1+ years of Scheduling experience in roofing, plumbing, HVAC or similar industry.
• 3+ years of experience with phone-based Customer Service.
• Previous experience with inside sales or lead scheduling highly preferred.
• Experience handling a up to 150 inbound/outbound phone calls.
• Experience utilizing a CRM program.
• Experience working with homeowners highly desired.
• Must be highly organized and possess the ability to multitask.
• Experience with problem resolution.
• Competent, outgoing, and possess the ability to talk to clients with confidence and ease.
• Flexible and have the ability to adapt in an often rapidly changing work environment.
• A good understanding of construction principles, methods and techniques.
• Team player with excellent communication skills, a strong work ethic and enthusiasm for a collaborative team environment.
• Proficient in Microsoft Office Applications.
• Dependable and able to show up to work on-time.
• Self-motivated, honest, and friendly. Someone who truly cares about people and making clients happy.
• Bilingual in English and Spanish strongly preferred

LOCATION AND SHIFT

• This is a hybrid role with work from home privileges on weekends.
• Monday and Friday 11:30 AM - 5:00 PM, onsite at Guardian's headquarters in Auburn, WA
• Saturday and Sunday 8:00 AM - 3:00PM, work from home.

WHAT WE OFFER YOU

• Highly competitive pay of $26.00 - $30.00/hr PLUS monthly incentive program up to $1,000.00
• 401K
• Company cell phone and laptop.
• The extras:
  • $1,500 Employee referral bonus.
  • Pet-friendly office environment.
  • Employee appreciation events.
  • Company swag.
  • Excellent company culture, we celebrate the big and small wins as a team.

WHO WE ARE

Founded in 2005, Guardian Operations ("Guardian") provides repair/replacement roofing services and gutter services to residential and light commercial customers throughout the Puget Sound. Guardian is one of the best small businesses on the West Coast and the Guardian brand is synonymous with exceptional service and integrity in all areas.

Guardian employs over 130 people and 100% of Guardian's work is focused on repair and replacement (i.e. no new construction). The company has increased gross revenue by roughly 60% over the past five (5) years as a direct result of (a) an outstanding local reputation and (b) fielding an exceptionally strong, long-tenured team. With the support of Skylight, management intends to double the company's size over the next five (5) years.

Guardian is an equal opportunity employer. Our goal is to be an inclusive and equitable place to live, work, and play.