Customer Service Representative-Whitehouse Station, NJ

Customer Service Representative

Location: Whitehouse Station, NJ Duration: 6 months

Work schedule-Hybrid role for WHS, NJ- In office-Monday Wednesday and Thursday/ WFH Tuesday/Friday Work Hours-likely to be 9-5:30 or 9:30-6:00 but will be confirmed at time of offer Weekend work is an option depending on workload and would be OT

Interview will be on site and they generally only do one.

Hours of operation are Monday-Friday: 8:00am-8:00pm ET. During the week each shift is an 8-hour shift, there are several scheduled shifts to cover the business hours. The first shift is 7:30am-4:00pm the final shift is 11:30am-8:00pm. Our new hires are assigned to the shift which will support their training and is dependent upon the area they are trained on. This allows for the new trainee to strengthen technical skills and demonstrate proficiency. Once proficiency is demonstrated a later shift may be assigned based on business needs. Everyone may have the opportunity to work each shift at some point.

Summary: The main role of a Client Scheduling Coordinator is to function as the point of contact between Client and the client throughout the home assessment scheduling process and support our Risk Consultants in meeting monthly/yearly production and timeliness goals. Our coordinators work diligently to build relationships to create strong partnerships with internal and external business partners to manage the home assessment scheduling process in an assigned territory. Acting as a subject matter expert on the geography of their assigned territory while working to ensure that appointments are scheduled logically and efficiently. During the scheduling process they provide exemplary customer service.

Responsibilities:

• Acting as the point of contact between Client and the client throughout the home assessment scheduling process
• Making a high volume of outbound contacts (calls/emails) to secure appointments
• Maintain an appointment setting process that accommodates the needs of both clients and business partners
• Follow through with all tasks in an effective and efficient manner by using company and department resources.
• Consistently complete tasks with an increased focus on the details to improve the scheduling experience.
• Proactively and clearly communicate needs and concerns.
• Work to collaboratively respond to inquiries within 24 hours of receipt.
• Provide trends, availability issues and scheduling concerns in a timely manner to leadership monthly
• Communicate clearly and in a professional manner with all internal and external business partners. (emails, phone calls, MS Teams chat)

Requirements:

• Superior customer service skills
• Strong verbal and written communications skills