Scheduling Assistant - Brooksource : Job Details

Scheduling Assistant II

Hybrid (in office Tuesday-Thursday)

Contract (2 yrs)

The Scheduling Assistant II serves as a central point of contact for customer communications and supports the scheduling team in coordinating service appointments and managing job workflows. This role ensures a smooth customer experience by providing timely information, resolving inquiries, and maintaining accurate records of all interactions.

Key Responsibilities:

Customer Communication & Support

• Serve as the primary contact for all incoming customer calls and emails.
• Address customer questions and concerns directly when possible.
• Delegate inquiries to appropriate individuals or teams when necessary.
• Maintain a detailed log of customer interactions and report weekly.

Scheduling & Coordination

• Assist schedulers with proactive outreach to customers throughout the job scheduling process.
• Provide clear guidance on pre-job requirements (e.g., inspection deadlines, physical work prerequisites, meter account setup).
• Schedule customer appointments and send reminders/confirmations.
• Act as the customer point of contact for select jobs.
• Schedule temporary service interruptions and disconnects as needed.

Administrative & Workflow Support

• Close work orders upon scheduler request.
• Monitor and update property damage claims in WATTS.
• Investigate property damage claims and schedule work if liability is determined.
• Assist in creating work packets and processing bundled job cards.
• Remove job holds once verification is complete.
• Create IVR appointments and assist in work order closeout.
• Perform other duties as assigned to support the scheduling team.

Qualifications:

• High school diploma or equivalent; associate degree preferred.
• 2+ years of experience in customer service or administrative support.
• Strong communication and organizational skills.
• Proficiency in Microsoft Office Suite and scheduling software.
• Ability to work independently and collaboratively in a hybrid environment.
• Familiarity with utility operations or service scheduling is a plus.