Service-Install: Scheduling Coordinator

The Position

This position is the main resource for scheduling CSRs using the IEX software.

Responsibilities



* Determining staffing levels based on call volume and available resources.


* Coordinate and adjust employee requests/needs with our business needs.


* In addition, to be capable of providing support as needed for special projects and analysis of IEX data.


* Maintain an accurate CSR schedule and conformance database using IEX Software.


* Maintain database of employee schedules and phone adherence.


* Document through IEX and special reporting all non-conformance issues.


* Make decisions regarding all CSR scheduling, both on a standard scheduling level and on a day-to-day basis.


* Provide administrative assistance to Manager as needed to address daily needs of department.


* Provide administrative assistance to Manager as needed for special projects.


* Determine best method(s) to resolve problems to ensure customer satisfaction and adhere to company policies.


* Provide assistance as needed to Supervisors.


* Provide back-up support as needed to CSRs.


* Provide follow-up with department members as necessary.


* Assist with floor training of newer CSRs.


* Possess skills needed to provide CSR support both technical product support and systems support.


* Provide back-up support to Supervisors as needed.


* Be available for flexible schedule, including rotations of approximately one Saturday per month to fill in as acting-supervisor.

Qualifications



* Exceptional telephone communication and problem solving skills.


* Basic computer skill, including data entry, Microsoft Excel and Word.


* Must be capable of handling customer complaints in a satisfactory manner.


* Minimum 2 years experience in a Customer Service environment Previous experience with IEX software desirable.

Education



* High School diploma or equivalent and some college credit


* Bachelors degree preferred.

Qualifications



* Exceptional telephone communication and problem solving skills.


* Basic computer skill, including data entry, Microsoft Excel and Word.


* Must be capable of handling customer complaints in a satisfactory manner.


* Minimum 2 years experience in a Customer Service environment Previous experience with IEX software desirable.

Education



* High School diploma or equivalent and some college credit


* Bachelors degree preferred.