Scheduling Coordinator (Full-Time)
Applied Development LLC is hiring a full-time Scheduling Coordinator. This role is responsible for supporting the Diversability Department in the fulfillment of client requests for Sign Language Interpreting, Reader, and Communication Access Real-Time (CART) services in an efficient and timely manner.
The Scheduler/Coordinator has the unique position of direct interaction with clients and service providers. The ideal candidate will be highly detail-oriented and organized with excellent analytic and problem-solving abilities. The successful candidate will be customer service-focused, responsible, punctual, and motivated to work independently to meet or exceed client expectations. Excellent verbal and written communication and interpersonal skills are required.
Responsibilities:
- Schedule and coordinate Sign Language Interpreting, Reader, and Communication Access Real-Time CART services.
- Serve as a liaison between the customer and the service provider.
- Respond to all incoming requests by email, phone, or other and direct communications to appropriate personnel as needed.
- Schedule incoming client requests (phone, email, electronic) and fill appointments.
- Data entry including notations and verification of timekeeping for service providers in the scheduling system.
- Utilize emails, text messages, and other communication tools to efficiently route service providers and other resources throughout the day.
- Field incoming calls and emails appropriately. Make outbound client and/or interpreter phone calls or send emails to follow up on assignments, handle cancellations or inquiries, or reschedule services for clients.
- Dispatch, monitor, and follow up on the progress of open assignments. Provide updates to customers.
- Liaise between clients, service providers, and internal staff to coordinate workflow.
- Analyze critical paths and restraints to determine effect of changes on the schedule and recommend workarounds to mitigate impacts.
- Demonstrate an understanding of client confidentiality to protect the customer and the organization.
- Respond to inquiries about policies and procedures and/or refer questions to the appropriate staff person
- Analyze schedule progress and performance and identify developing problem areas.
- Other duties and tasks as assigned.
Requirements:
- Minimum of one (1) year of Customer Service experience
- Associate’s Degree is required; Bachelor’s Degree is preferred
- At least one (1) year of relevant administrative experience is required.
- Experience working in a professional office environment is required; experience scheduling and coordinating client requests is preferred.
- Ability to work successfully with others of diverse cultures and perspectives to achieve a common purpose
- Excellent professional etiquette, including outstanding verbal and written communication skills, is required
- Excellent customer service and interpersonal skills
- Ability to follow instructions and respond to direction accurately
- Excellent planning and multi-tasking abilities
- Ability to prioritize the most critical situations, develop creative solutions, and think quickly on your feet
- Ability to work independently or with a team
- Demonstrated, exceptional communication skills to include conveying necessary information accurately, listening effectively, and asking questions where clarification is needed
- Ability to take initiative in looking for ways that will improve or enhance the scheduling process, avoid problems, or seize opportunities for easing the logistical burden for field employees.
- Ability to follow instructions and respond to direction accurately
- Energetic, well organized, dependable, flexible, and resourceful
- Experience or familiarity with Deaf culture and/or individuals with disabilities
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) is required
- Proficiency in creating and maintaining databases is required
- Support and adhere to the NAD-RID Code of Professional Conduct; protect client and service provider personally identifiable information (PII)
Applied Development is an Equal Opportunity Employer M/F/D/V
To apply: Please submit a resume and cover letter to Applied Development's Diversability Program Manager.