Scheduler, Customer Service​/HelpDesk

Job Description

Hours:

Monday through Friday 7am to 3:30pm (Fridays work from home)

During peak season will need to be able to work mandatory overtime: 1 Saturday one weekend and 1 Sunday the following (work from home those days), then rotating 4-6 weeks with the team

Overtime pay: $33 an hour

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.

• 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 minimizing 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.

• 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.

This is a Contract position based out of Naperville, IL.

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)

This is a hybrid position in Naperville,IL.

This position is anticipated to close on Aug 24, 2026.

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