Residential Scheduler

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future.

And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team.

The Scheduler is responsible for optimizing the daily schedule of Residential Installs and Drop Technicians in a geographical region. This position will work with the Install and Drop Supervisors in various regions to ensure the timely completion of the daily workload for these technicians. The Scheduler will coordinate schedule changes with customers, Install and Drop Technicians, and other departments to ensure clear communication is always being delivered. The Scheduler will monitor scheduled tasks to quickly identify and coordinate scheduling changes or conflicts by remaining in direct communication with resources.

Essential Job Functions:

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Manage workforce schedule for Install and Drop Technician tasks within a geographical region

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Manage Scheduling tech line for both Install and Drop Technicians

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Manage multiple Team chats with various departments

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Manage Customer Scheduling line for unscheduled and rescheduled service orders

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Optimize workforce schedule based on resource availability

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Optimize workforce schedule using the most efficient geographical routes

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Optimize workforce schedule using specific skill sets of resources available

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Coordinate scheduling changes and conflicts with other departments, Install and Drop Technicians, and with customers

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Contact and inform customers when a scheduling change is required

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Works with the Install and Drop Supervisors to ensure the workload is optimized efficiently

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Monitor scheduled tasks throughout the day and be in direct communication with resources to identify and coordinate scheduling changes or conflicts

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Manage unscheduled service orders by reaching out to customers to schedule an installation appointment

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Manage rescheduling service orders by reaching out to customers to reschedule an installation appointment

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Manage customer response to SMS text confirmations and update the work order accordingly

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Coordinate with Tech Support to manage Trouble Ticket scheduling

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Performs all other related duties as assigned by management

Knowledge, Skills, and Abilities:

Must be detail-oriented with high accuracy

Must be able to prioritize multiple tasks in a fast-paced environment to ensure timely completion of tasks

Skill with various software programs including Excel and Word

Skill in oral/written communication

Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner

Ability to work independently as well as effectively function as a team player

Ability to operate various office equipment such as personal computer and telephone system

Knowledge of assigned geographical region

Skill in identifying problems and resolutions

Ability to follow written and oral instructions

Knowledge in telecommunications plant operations and terminology

Knowledge of company products and services

Knowledge of company policies and procedures

Knowledge of general office procedures

Education and Experience:

High School diploma or equivalent plus one to two years of office/clerical experience

Telephone office or rural utility experience preferred

Customer service experience a plus

Dispatch and/or scheduling background preferred

Additional Information

GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.

Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us.