Position: Scheduler/Customer Care Coordinator, Measure & Install Team
Location: Port Chester, NY
Position Reports to: Operations Manager, Customer Experience
ABOUT THE SHADE STORE
At The Shade Store, we have handcrafted the finest Shades, Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation. We are always looking for friendly, passionate people to help us deliver the finest custom window treatment experience to our customers. Our team is growing and expanding, and there has never been a more exciting time to be part of it.
THE POSITION: Scheduler/Customer Care Coordinator, Measure + Install
As our national presence expands, we continue to grow our Measure & Install department. As a Scheduler/Customer Care Coordinator at The Shade Store you will support the operations of our network of field professionals. Based at our national headquarters in Port Chester, NY, this role will play a key role in providing a world class customer experience focused on scheduling and dispatching measure and installation appointments. You will also identify performance trends, optimize routes and propel continuous improvement department-wide.
RESPONSIBILITIES:
Coordinate day of routing ranging from 20-30 field professionals to maximize service levels and utilization
Schedule/re-route field professionals on the day of execution, working as a team to ensure the best outcomes for our customers
Work closely with our Design Consultants and Customer Care teams to schedule appointments, resolve escalated customers issues, and plan for special appointments
Assist team leaders in identifying Pros and Regions of concern or excellence
Recommend new procedures to improve the overall results of the Measure + Install department
Take inbound calls from our field professionals
Responsible for making outbound calls to our customers with day of changes. This includes possible appointment cancellations
WHAT WE ARE LOOKING FOR:
Minimum of three years of experience in scheduling, routing, or dispatching
Minimum of three years in customer service industry with experience in high volume phone, email and chat support
Experience preferred with Dispatch Track and/or other delivery logistics software
Experience preferred with work order management systems (scheduling, planning, and execution systems)
Bachelor’s Degree preferred
Willingness to work a flexible schedule including evenings and Saturdays
Demonstrated success performing analyzing and solving complex scheduling issues
Stellar people skills – experience providing high-end customer service to internal and external partners
Ability to juggle multiple requests at once, differentiate between priorities and determine the optimal next steps
Creative outlook and ideas on improving processes and the customer experience
Ability to use sound judgment to provide logical and comprehensive solutions
Positive attitude and willingness to go above and beyond
Attention to detail and ability to multi-task
THE SHADE STORE offer is contingent upon:
Successful completion of reference checks
Proof of legal authorization to work in the United States for The Shade Store, which will be confirmed by E-Verify within three business days of your hire date
The compensation range for this position is $23-25 per hour, commensurate with experience.
The Shade Store provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.