Job Description
Job Description
We are seeking a reliable and detail-oriented Customer Service Representative to join our client’s team in Southbury, Connecticut. In this role, you will play a pivotal part in managing scheduling operations while delivering exceptional customer support. The ideal candidate will have strong communication skills, a proactive approach to problem-solving, and the ability to handle multiple scheduling requests with efficiency and professionalism.
Key Responsibilities:
- Scheduling Coordination:
- Manage scheduling activities, including maintaining appointment calendars, coordinating changes, and confirming appointments.
- Communicate with customers regarding scheduling needs, cancellations, and rescheduling requests in a timely manner.
- Customer Support:
- Serve as the primary point of contact for customers, addressing inquiries, resolving complaints, and providing information in a courteous and professional manner.
- Ensure all interactions align with company policies and prioritize customer satisfaction.
- Data Management:
- Maintain accurate records of scheduling and customer interactions in CRM or scheduling software.
- Update and manage customer profiles with contact information and service details.
- Problem Resolution:
- Resolve scheduling conflicts, late changes, or unexpected situations efficiently and effectively.
- Escalate complex issues to the appropriate person or department for resolution when necessary.
- Operational Support:
- Collaborate with internal teams to ensure scheduling aligns with operational resources, such as staff availability and service capacity.
- Monitor scheduling trends and provide feedback to improve efficiency and customer workflows.
Qualifications and Skills Required:
- Education:
- High school diploma or equivalent required; Associate’s degree or higher preferred.
- Experience:
- Previous experience in a customer service role required, with a focus on scheduling or coordination preferred.
- Familiarity with scheduling software or CRM platforms is a plus (e.g., Salesforce, ServiceTitan, or similar).
- Organizational Skills:
- Strong ability to prioritize tasks, manage time effectively, and handle multiple scheduling requests simultaneously.
- Communication Skills:
- Excellent verbal and written communication skills for interactions with customers and team members.
- Problem-Solving Ability:
- Proactive approach to identifying and resolving scheduling conflicts or customer issues.
- Technical Skills:
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Experience working with scheduling or appointment management software is a plus.
- Service Mindset:
- A customer-first attitude with a passion for delivering exceptional experiences.