Smithville, an established and trusted local provider of Internet, Voice, TV, and Security, is seeking a flexible, energetic, and organized Scheduler to join our team. At Smithville, we pride ourselves on providing our customers with excellent customer service and prompt solutions to their needs. This role is a full-time, onsite position at our Headquarters Offices in Ellettsville, IN.

Work Shifts: Work hours are 8:00am to 5:00pm, Monday to Friday.

The Scheduler will effectively manage the calendaring of resources to deliver Smithville services, research and resolve customer concerns, and work in close partnership with all departments to increase Smithville’s level of customer service and improve responsiveness. The Scheduler thinks critically, listens actively, and makes sound decisions in a fast-paced contact center environment. Participates in the development of the department by providing input on customer feedback, the effectiveness of current practices, and suggestions for how Smithville can deliver world class customer experiences.

RESPONSIBILITIES

• Communicate professionally and clearly with both internal and external customer through active listening
• Quickly comprehend and clearly understand the issues customers present and assist accordingly
• Respond to customers via phone, fax, and email regarding the scheduling of Smithville services (including new installations and trouble tickets)
• Walk customers through what to expect during their service-related appointments
• Schedule resources related to Smithville services
• Maintain customer information and installation information via service orders daily
• Identify, research, and resolve customer complaints using available resources
• Follow up on customer inquiries not immediately resolved within 24 hours
• Actively listen to customers' concerns
• Communicate effectively with peer departments and use sound judgment to determine the appropriate course of action
• Communicate issues effectively to the Supervisor during escalated instances
• Other duties as assigned

QUALIFICATIONS

• High school diploma or equivalent required
• Excellent knowledge and use of English language, grammar, spelling, and punctuation
• Customer service and keyboarding experience required. Scheduling and call center experience a plus
• Demonstrated computer skills, including proficiency in Microsoft Office applications, typing speed of at least 40 words per minute, and ability to quickly learn new software
• Must be able to multi-task such as typing notes while speaking with customers or Technicians
• Excellent verbal and written communication skills and ability to interact with a diverse population
• Ability to work appropriately with and to protect sensitive information
• Creative and critical thinking skills
• Strong analytical and organizational skills
• Attention to detail; high level of accuracy
• Ability to embrace change, learn new skills, and continuously improve
• Ability to work both independently and with co-workers toward the goals of the company

EXCELLENT COMPENSATION & BENEFIT PACKAGE

• Competitive Wage
• Insurance Plans include: Medical | Prescription | Dental | Vision | Term Life | Long-Term Disability | Voluntary Insurance (Eligibility begins on the first of the month following your initial 30 days of employment!)
  
• Health Savings Account with generous annual company contributions to HSA
• 401(k) Retirement Savings Plan with a company match
• Generous Paid Time Off (PTO) program (3 weeks/year; 5 weeks after two years of employment)
• Nine paid holidays
• Tuition reimbursement
• Paid training
• Discounted company products and services

ABOUT US

For nearly 100 years, Smithville has been and is a locally grown, family-owned, cutting-edge, live-where-we-work, stand-by-our-products, part-of-the-neighborhood, wildly-Hoosier technology company in the heart of Southern Indiana. We provide the best technology services without sending you across the globe for support. We love our services and Indiana. We think you will too!

Review of employment applications will begin immediately and will continue until the position is filled. Smithville is proud to be an equal opportunity employer.