SUMMARY:
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
- 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
- Senske is an equal opportunity employer
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