Scheduling Specialist

Work Environment

Standard hours are Monday through Friday from 7:00 a.m. to 3:30 p.m., with the option to work from home on Fridays after completing training.

During peak seasons, you will be required to work mandatory overtime on a rotating basis, typically one Saturday, one weekend, and one Sunday the following weekend, with those overtime days worked from home. Will get paid time and a half for any hours over a 40-hour work week.

Job Description

This role focuses on coordinating and scheduling customer appointments to ensure a smooth handoff between the contact center and the in-home technician team. You will handle inbound and outbound calls, create and manage appointments in Oracle, and help improve service levels, appointment completion, and overall customer experience. This is a newer position with evolving responsibilities, offering the opportunity to grow and help shape the role in a dynamic, people-centric organization.

Responsibilities

+ Answer inbound calls from customers and technicians, providing clear and accurate information about scheduled or pending appointments.

+ Call customers to schedule appointments for the in-home technician team based on claims created by the contact center.

+ Create and manage appointments in Oracle, assigning them to technicians according to territory, skillset, and availability.

+ Confirm customer service addresses, phone numbers, and all necessary details to ensure technicians can successfully complete appointments.

+ Contact customers within one hour of claim creation to schedule appointments and set clear expectations.

+ Assign appointments to third-party contractors when the in-home technician team cannot meet service-level agreements or when the appointment falls outside the team's scope of work.

+ Use Microsoft 365 tools, including Microsoft Teams and Microsoft Office, to communicate, document, and manage scheduling activities.

+ Collaborate closely with leadership and team members to align daily work with company-wide objectives and service standards.

+ Adapt to changes in processes and procedures as the role evolves, contributing feedback and ideas for continuous improvement.

+ Prioritize tasks effectively to focus on the most critical appointments and issues, ensuring timely resolution and minimized missed appointments.

+ Apply strong problem-solving skills to address scheduling conflicts, customer concerns, and unforeseen issues.

+ Follow established processes and procedures while helping to refine and improve scheduling workflows.

+ Maintain a professional, customer-focused demeanor in a fast-paced environment, ensuring a positive experience for every caller.

Essential Skills

+ 1-3+ years of scheduling or dispatch experience in a fast-paced environment.

+ Proficiency with Microsoft 365, including Microsoft Teams and Microsoft Office applications.

+

Experience with scheduling or schedule planning, including coordinating appointments and managing calendars.

+ Experience handling inbound calls and interacting directly with customers or internal stakeholders.

Job Type & Location

This is a Permanent position based out of Aurora, IL.

Pay and Benefits

The pay range for this position is $22.00 - $22.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:  - Medical, dental & vision
- Critical Illness, Accident, and Hospital  - 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)  - Short and long-term disability
- Health Spending Account (HSA)  - Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Aurora,IL.

Final date to receive applications

This position is anticipated to close on Jul 14, 2026.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting,…