Scheduling Team Leader

Description

Alder is one of Utah’s fastest-growing companies, and one of the fastest-growing companies in the nation. At Alder, we passionately serve so that our customers have the freedom to live. Your success is our success, and we seek to reward your outstanding efforts with similar opportunities.

We are looking for a highly motivated and eager Scheduling Team Leader to drive success in our rapidly growing service center. This individual must be sharp and able to thrive in an evolving environment. As a member of this team, you will be on the front lines serving customers and promoting the Alder brand. We passionately serve and protect our customers to achieve our ultimate goal of providing total life safety for all.

Requirements

Requirements 

-Develop expert knowledge of Alder products and services 

-Maintain customer engagement by:

--Building rapport

--Providing assurance

--Understand and empathize

-Convey appreciation and customer value 

-Properly interpret and manage the customer and service technician's current needs by clarifying and resolving.  

-Help customers obtain needed service in a timely manner 

-Create and close service tickets for service technicians 

-Use real-time dynamic scheduling by creating an optimized route for the technician's service area 

-Communicate with Technicians to better coordinate appointments and schedules

-Write up schedules daily for technicians to receive and follow the next day

-Monitor service schedule needs and trends to relay to upper management 

-Coach a team of agents weekly on improvement in all areas of their job

-Take overflow calls when influx of calls come into the department

-Calls with team members to coach on of call handling

-Fill Tech Schedules with more appointments when needed

-Delegate tasks to regarding reschedules or route optimizations

-Strive for first call resolution and provide effective cross-departmental transferring and communication 

-Maintain accurate and clear documentation and notes for each customer engagement 

-Master Alder customer support software including timely and effective multitasking between systems? 

-Help other Alder team members achieve success? 

-Contribute to Alder Innovation by documenting and sharing ideas for service improvement 

Professional Development 

-Bolster your professional experience by becoming an expert in service management 

-Enhance your skillsets by using critical thinking to solve complex problems

-Learn effective personal management skills

-Develop and lead high performing work teams

-Develop understanding and insight of emerging technology

-Develop and coach teams into highly productive and efficient schedulers. 

Qualifications 

- 1-year commitment to Alder

-Prior experience in managing a team

-Professional hard-working entrepreneurial spirit

-Highly attentive with a creative mindset

-Able to deal with complexity, uncertainty, and change

-At least 6 months of prior customer service experience

-Strong phone and interpersonal communication skills

-Able to work at least 5 shifts (40hrs) with an occasional Saturday shift (when needed)? 

-Must be at least 18 years old

-Must have a High School Diploma/GED 

Preferred

-Prior technical and scheduling experience  

-Associates degree or currently pursuing degree

Benefits 

-$14 an hour

-Opportunity- With our rapid growth, we are continually building more pathways to leadership opportunities. This could either be a steppingstone or a career venture.  

-Friday Meals – Enjoy Alder team lunches every Friday