Scheduling Coordinator Lead

Position Title: Scheduling Coordinator Lead Base Salary: $20.25 to $30.35 Comp hourly DOE Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs. Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, are freshingly great customer experience, and affordable plans that put customers in charge. Our Company Values: Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention. Empowering You: We help customers choose what is best for them, and we support employees in implementing new ideas and solutions. Innovation and Improvement: We constantly seek ways to improve how we serve customers and each other. Earning Your Trust: We build trust through clear, honest, human communication. Job Summary This position serves as the primary point of contact for daily scheduling operations, providing guidance and support to Scheduling Coordinators while ensuring efficient technician scheduling, timely customer communication, and excellent service delivery. The ideal candidate is a natural leader who thrives in a fast‑paced environment, demonstrates strong problem‑solving abilities, and can balance daily scheduling responsibilities with team coordination and operational oversight. Essential Duties and Responsibilities The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed. Scheduling Operations & Oversight Reports directly to the Provisioning Division Manager. Consistently demonstrates professionalism, accountability, and strong leadership. Takes ownership of scheduling operations, ensuring organization, efficiency, and accountability across the team. Leads and coordinates daily, weekly, and project‑based scheduling activities to maintain efficient workflows, meet operational priorities, and ensure timely completion of responsibilities. Works closely with other department managers and leadership teams to coordinate scheduling needs, align operational priorities, and support company‑wide objectives. Oversees scheduling dashboards, phone queues, and work orders to ensure scheduling priorities, service expectations, and operational deadlines are consistently met. Maintains accurate and up‑to‑date scheduling records, including technician assignments, appointment details, work order notes, holiday schedules, and related documentation. Demonstrates a high level of flexibility and adaptability, recognizing that scheduling priorities, technician availability, and operational needs can change quickly. Must be able to adjust plans, collaborate across departments, and respond effectively to changing business demands while maintaining excellent customer service. Team Leadership & Support Serve as the primary resource for Scheduling Coordinators, providing daily guidance, support, and assistance with escalations. Assist with training, onboarding, and continued development of Scheduling Coordinators and backup scheduling personnel. Help establish consistent scheduling practices, workflows, and operational expectations. Identify opportunities to improve scheduling efficiency, communication, and overall team performance. Communicate scheduling challenges, staffing concerns, and operational recommendations to the Provisioning Division Manager. Technician & Department Coordination Act as a key point of contact between Scheduling, Field Operations, Provisioning, Customer Care, and other internal departments. Coordinate technician availability, service areas, assignments, and schedule adjustments to support operational needs. Assist with technician scheduling requests, conflicts, and escalations. Coordinate scheduling requirements with Ziply Fiber Field Operations and external service partners, including designated service areas and technician assignments. Support special scheduling arrangements, including recurring technician assignments and service‑area‑specific coordination. Customer Service & Communication Manage incoming scheduling calls and assist with customer and technician inquiries. Ensure customers receive timely appointment confirmations, updates, and rescheduling communications. Assist with resolving scheduling concerns, service delays, and escalated customer requests. Maintain professionalism, accuracy, and a customer‑first approach in all communications. Additional Responsibilities Support the development and implementation of scheduling procedures and process improvements. Provide scheduling coverage and hands‑on assistance as operational needs require. Performs other duties as required to support the business and evolving organization. Required Qualifications High school diploma or GED. Strong leadership, organizational, and time‑management skills. Excellent verbal and written communication abilities. Ability to prioritize competing demands and make sound decisions in a fast‑paced environment. Strong customer service, conflict resolution, and problem‑solving skills. Ability to guide, train, and support team members while maintaining a collaborative environment. Proficiency with computer systems, scheduling software, and Microsoft Office applications. Preferred Qualifications Bilingual in English and Spanish. Previous team lead or supervisory experience. Previous experience in scheduling, dispatching, telecommunications, field operations, or a related field. Knowledge, Skills, and Abilities Ability to work independently and apply sound judgment and reasoning skills to a variety of situations. Ability to multi‑task and collaborate effectively with other personnel to meet deadlines. Strong verbal and written communication, attention to detail, and organizational skills. Ability to work within critical deadlines. Ability to adjust to rapidly changing priorities and schedules. Ability to provide excellent customer service. Work Authorization Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Work Environment Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi‑line telephone system. The work is primarily a modern office setting. Additional Company Policies At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self‑employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self‑employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests. Diverse Workforce / EEO Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non‑job‑related handicap or disability or any other legally protected status. Ziply Fiber requires a pre‑employment background check as conditions of employment. Ziply Fiber may require a pre‑employment drug screening. Ziply Fiber is a drug free workplace. #J-18808-Ljbffr