Customer Service Specialist - Scheduling

Job Description

Job Description

About Company:

McAlester Regional Health Center is a community-focused healthcare organization committed to delivering compassionate, high-quality care to southeast Oklahoma. With a strong history of service and growth, MRHC is dedicated to improving the health and well-being of the communities we serve while investing in the development of our employees. Guided by values of teamwork, integrity, and excellence, we foster a supportive and inclusive workplace where every team member is valued. At MRHC, employees have the opportunity to make a meaningful difference every day while building a rewarding career in healthcare.

About the Role:

The Customer Service Specialist - Scheduling plays a critical role in ensuring seamless coordination and management of appointments and service schedules for our clients across the United States. This position is responsible for delivering exceptional customer service by efficiently handling scheduling requests, resolving conflicts, and providing timely communication to both customers and internal teams. The specialist will act as a liaison between customers and service providers, ensuring that all scheduling needs are met accurately and promptly to enhance overall customer satisfaction. By maintaining organized scheduling systems and proactively addressing potential issues, this role contributes directly to operational efficiency and customer retention. Ultimately, the Customer Service Specialist, Scheduling ensures that every customer interaction related to scheduling is handled with professionalism, accuracy, and care, supporting the company’s commitment to outstanding service delivery.

Minimum Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 2 years experience in customer service or scheduling roles.
• Proficiency with scheduling software and Microsoft Office Suite (especially Outlook and Excel).
• Strong verbal and written communication skills.
• Ability to multitask and manage time effectively in a fast-paced environment.

Preferred Qualifications:

• Experience working in a customer service role within a service-oriented industry such as healthcare, utilities, or telecommunications.
• Familiarity with CRM systems and appointment management tools.
• Demonstrated problem-solving skills and conflict resolution experience.
• Bilingual abilities, particularly in Spanish, to support a diverse customer base.
• Certification in customer service or scheduling management is a plus.

Responsibilities:

• Manage and coordinate customer appointment scheduling through phone, email, and online platforms, ensuring accuracy and timeliness.
• Respond promptly to customer inquiries regarding scheduling, rescheduling, cancellations, and service availability.
• Collaborate with internal teams and service providers to confirm appointment details and resolve any scheduling conflicts or issues.
• Maintain and update scheduling databases and records to reflect real-time changes and ensure data integrity.
• Provide clear and courteous communication to customers, offering solutions and alternatives when scheduling challenges arise.
• Identify opportunities to improve scheduling processes and contribute feedback to enhance customer experience and operational workflows.
• Document customer interactions and scheduling outcomes accurately in the customer relationship management (CRM) system.

Skills:

The required skills enable the Customer Service Specialist to efficiently manage multiple scheduling requests while maintaining clear and professional communication with customers and internal teams. Proficiency in scheduling software and Microsoft Office tools supports accurate data entry and calendar management, which are essential for preventing conflicts and ensuring timely appointments. Strong verbal and written communication skills are used daily to interact with customers, provide updates, and resolve scheduling issues with empathy and clarity. Preferred skills such as bilingual communication and CRM familiarity enhance the specialist’s ability to serve a broader customer base and streamline workflow processes. Problem-solving and conflict resolution skills are critical for addressing unexpected scheduling challenges and maintaining customer satisfaction throughout the service experience.