Position Summary & Primary Responsibilities:
The anticipated normal working hours for this role are Monday - Friday from 10:30am - 7:00pm ET (8:30am - 5:00pm MT). This position can be based in either Durham, NC or Salt Lake City, UT.
The Planner provides the Planning and Scheduling of Field Activities, and acts as an interface between the Technical Support Center and Field Agent Teams. The Planner is responsible for monitoring & scheduling the daily activities for Field Agents, to ensure alignment with scheduling policies and completion of Field Activities to meet customer demand and business goals.
- Perform all work in compliance with company quality procedures and standards.
- Responsible for managing Planning and Scheduling for Field Agents.
- Plan and communicate on assignments in advance with field agents and customers.
- Inform Field agents & or Leadership of any unplanned activity or capacity constraints impacting Planning and Scheduling of Field Agent resources.
- Monitor Planner region to ensure optimal planning of service scheduling is occurring in a timely and accurate manner based on team metrics.
- Engage cross functionally with Customer Service Teams to perform dispatching, scheduling, and planning of Field Activities to meet customer demand.
- Manage customer escalations and provide timely updates to Senior Leadership.
Education, Skills, & Experience:
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High School Diploma/GED with 5+ years of Customer Service experience. Experience in Field Service, Technical Support, Supply Chain Planning/Logistics, or Customer Service Management also accepted
- Associate's degree with 3+ years of experience also accepted
- Experience scheduling service or appointments is desired
- Experience planning and forecasting appointments or parts management is desired but not required
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Experience with customer de-escalation and resolution is desired
- Exceptional negotiation, analytical, verbal, and written communication skills.
- Project Management experience and experience managing competing deadlines.
- Experience with CRM (Salesforce) and/or ERP (preferably Salesforce) or other information systems software with intermediate to advanced skills with MS Excel, Word, and PowerPoint.
- Experience maintaining scheduling to customer needs, utilizing CRM Tool to ensure Planning/Scheduling Adherence to reduce Travel, Admin Task for Field Agent, and Increase Customer Experience.
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