Scheduling Coordinator

Objective

To achieve the highest degree of customer satisfaction, by supporting both residential and business members with scheduling service-related tickets, coordinating installer schedules, and providing basic technical support for new and current members.

II. Reporting Relationships

A. Reports to Customer Experience Manager

III. Essential Functions

A. Ensures each member receives outstanding customer service by providing a friendly and positive environment, a willingness to listen to the member's needs, and the ability to offer solutions to meet their needs.

B. Answers inbound calls from in-field support during installs and trouble calls to assist with account changes and member support.

C. Answers inbound calls by residential and small business members regarding new services, serviceability, billing, and product information.

D. Executes external calls for scheduling installations and trouble calls with potential and current members.

E. Assist members over the phone with installations by providing step-by-step instructions for new home connectivity.

F. Assist members with technical support by providing basic step-by-step troubleshooting including resolving SSID and password requests, uninstalling/reinstalling basic software applications, and verifying proper hardware and software set up.

G. Diagnose common internet connectivity issues, including no connection, intermittent connectivity, slow speeds, high latency, and Wi-Fi performance problems.

H. Verify service status and identify known outages, maintenance events, or network disruptions using approved support systems.

I. Maintains scheduling calendars through a field management system for internal technicians and contractors.

J. Executes all phone porting requests and escalations related to the porting process

K. Accurately process documentation by notating each interaction in a professional manner.

L. Reviews and maintains all open maintenance tickets to ensure timely resolution and completion by the responsible team member or contractor

M. Verifies and enters all member's information and service orders accurately into required billing and operation software programs

N. Provides feedback and updates for leadership and customer service team regarding scheduling needs and changes.

O. Remains current with telecommunication industry standards and products offered by C2FI

P. Stay informed of C2FI and FECC policies, procedures, and programs

Q. Demonstrates initiative to complete other departmental responsibilities during slower call volume.

R. Maintains confidentiality and security of all member information

S. Gain a working knowledge of the Arkansas Public Service Commission (PSC), Federal Communications Commission (FCC), and Customer Proprietary Network Information (CPNI) Rules of Practice and Procedures

T. Observe all safety rules and regulations

IV. Other Functions

A. Recommends improvements that can be made in practices, methods and procedures

B. Assists with other duties as necessary or assigned

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.

The Scheduling Coordinator shall be required to perform any other duties assigned to fulfill the objectives of the organization.

V. Internal Relationships

A. Customer Experience Manager: Request advice and provides assistance as required. Seek necessary approvals and keep informed of policies and procedures

All C2FI and All FECC: Work closely with C2FI and FECC employees to attain the goals that have been set for this position.

VI. External Relationships

Customers: Courteously respond to customer inquiries and if unable to do so, direct them to the appropriate personnel. Make every effort to gain customer's understanding and acceptance of the C2FI's plans, programs and policies, available services and other information as required.

VII. Wage and Salary Information

This position is an hourly rated non-exempt position under the Wage and Hour Law and overtime compensation must be paid.

POSITION SPECIFICATIONS

Scheduling Coordinator

Education

High School Diploma or equivalent

Experience

One year's experience working with the public or technical support is preferred. Experience in retail or inbound sales environment or telecommunication industry is preferred. Experience in basic office procedures is required.

Job Knowledge

Basic knowledge of telecommunication service offers and explanation of services available is preferred.

Skills

Good communication skills are essential. The ability to effectively communicate with customers is required. Must be able to work with other personnel to support C2FI customers. General navigation in Microsoft Excel, Word and Outlook preferred. Prefer the ability to plan and organize workload efficiently, as well as work on several projects simultaneously.

Abilities

Must possess the ability to communicate effectively with customers regarding, new services, billing, complaints and inquiries. Must be able to work with other personnel to coordinate C2FI's service to customers. Good communications skills, both written and oral, are essential.

Working Conditions

Normal office conditions with some irregular hours and overtime required.