Are you a person who likes to solve puzzles or find solutions to problems? Do you have strong relationship-building skills and connect easily with others? If so, we are looking for talented people like you to join our Routing & Scheduling team where you will have the ability to solve problems and create efficiencies.
In this position the Routing Analyst will use a variety of Routing & Scheduling Software solutions to create and provide effective and efficient schedules for our technicians each day. This person will be responsible for partnering with and supporting the Field Operations teams, Customer Service Associates, and accommodating and overcoming scheduling objections all while creating a great tech/customer experience. They will perform data analysis of plans, resources and territory availability. Maintains geographical codes, skills, durations, tech/branch addresses and other items needed to help effectively drive efficiency in our Routing & Scheduling software. In addition, report daily KPI metrics on route efficiencies to field and department leaders.
RESPONSIBILITIES :
Scheduling, rescheduling and canceling client appointments as needed
Works Call Logs to ensure scheduling completion and customer satisfaction
Provides Daily Confirmation of Routes and Worksheets
Works with Supervisors, Auditors and Business Leaders to schedule Specialty Jobs
Handles Inbound calls for Scheduling Services and other call types as needed
Collaborate with team leaders, supervisors, and managers to identify and fill training gaps
Dispatches last minute scheduling changes
Supports other Routers as a back-up if needed
Accepts special projects as requested by supervisors to meet or exceed company goals.
Communicates Prenotification service to customers using various forms of technology such as Text Messages, Emails, Outbound Phone Calls, etc.
Works to reduce Un-serviced list through scheduling day and time for services
Works on account hold lists
Checks exception reports weekly to pursue outstanding or missing invoices
Provides confirmation on Routes through Worksheets or other report as defined by supervisor
Provides communication between customers, fellow employees, router managers and business leaders
Build sustainable relationships with customers
Keeps manager informed on business issues that arise
Performs other duties as assigned
QUALIFICATIONS :
High school diploma or equivalent
Past routing experience or at least one-year experience with company
Past Customer Service Experience
Previous computer experience, including MS Outlook, Word and Excel, Power Bi reporting
Able to quickly learn and use industry specific software programs
Effective oral and written communication skills
Excellent interpersonal skills, working with all levels in the organization
Must be able to gather and analyze information skillfully
Must be able to communicate effectively and professionally with other routing coordinators and branch employees
Proficient with Routing & Scheduling Software
Strong organizations skills
WE OFFER: A competitive salary and comprehensive benefits package
