Planner 1 - Service Planning/Scheduling

• 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:

• 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
  • 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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