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.