Appointment Scheduler

Position summary

The Appointment Scheduler serves as the main point of contact for customers, prospective customers, and other stakeholders when arranging sales meetings, booking annual maintenance and service visits, coordinating installations, and handling follow-up on customer concerns. This role reports to the Department Manager.

Key responsibilities

Sales appointment coordination

• Arrange and reschedule sales meetings through both inbound and outbound customer communication.
• Organize appointment calendars to improve efficiency for both the company and sales representatives.
• Work to retain appointments when customers attempt to cancel.
• Achieve or exceed target conversion rates for sales leads.

Service appointment coordination

• Book annual maintenance and service appointments in a way that supports maximum efficiency for the company and field technicians.
• Meet or surpass service targets while keeping technician schedules fully utilized.
• Take responsibility for customer escalations, maintain prompt communication, and resolve issues as quickly as possible.

Production installation scheduling

• Schedule production installations and ensure customers receive clear communication and installation crews are set up for success.
• Make sure crews are scheduled to their planned capacity.
• Rapidly backfill canceled installations so weekly revenue goals stay on track.

Tactical and administrative support

• Keep paperwork, data entry, and correspondence accurate, timely, and aligned with company procedures.
• Provide hands-on support to other departments when needed.

Purpose, mission, and values

• Demonstrate the company’s purpose, mission, and values in daily work.
• Deliver outstanding customer experiences.

Requirements

• This is an in-person role with working hours from 10:00 am to 7:00 pm.
• Working knowledge of customer service principles and best practices.
• Comfortable using a personal computer and related software tools.
• Able to identify and process information from written material and computer screens 75% to 100% of the time.
• Strong English communication skills, including speaking, reading, and writing.
• Capable of accurate data entry.
• High school diploma or GED is preferred, along with at least 1 year of customer service experience, or an equivalent mix of education and experience that demonstrates success in the field.
• Able to occasionally exert up to 10 lb. of force and otherwise perform work that is mostly stationary.

Additional notes

This description is intended to summarize the general nature and level of the work. It is not an exhaustive list of every duty, responsibility, or skill required. Employees may be asked to follow other job-related instructions and perform additional duties as assigned by their supervisor. The role may require working beyond normal hours when workloads or seasonal demands increase. Regular and dependable attendance is considered an essential part of the job. The contents of this description may change at any time without prior notice.

The employee acknowledges reviewing and understanding this role description, agrees that they are able to perform the essential functions listed, and understands that any questions about duties not addressed here should be discussed with the manager before signing.