Scheduling Coordinator

Aston Carter; United States; Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability Insurance

Health Spending Account

Paid Time Off

Job summary

Aston Carter is seeking an Appointment Coordinator in Naperville, IL. The role coordinates handoffs between the contact center and in-home technicians, handling inbound calls, scheduling, and confirming appointments in Oracle to meet SLAs.

You will balance customer needs, technician availability, and territory requirements, ensuring accurate job details and clear expectations. This is a hybrid role with training and overtime during peak periods.

Qualifications

• 13+ years in appointment coordination or dispatcher in fast-paced settings.
• Proficient with Microsoft 365 including Teams and Office.
• Experience with scheduling, planning, or scheduling coordination.
• Strong verbal and written communication, inbound calls.
• Excellent planning and organization; ability to set priorities and remove roadblocks.
• Proven problem-solving using logical, analytical methods.
• Able to quickly learn, adapt to evolving processes.
• Comfort with time-sensitive SLAs, e.g., contacting customers within one hour of claim creation.

Responsibilities

• Answer 20-40 inbound calls from customers and technicians about appointments.
• Schedule and confirm appointments for the in-home technician team in Oracle.
• Enter accurate dates, times, and job details in Oracle.
• Assign appointments to technicians by territory, skill, and availability.
• Confirm service address, phone number, and contact information.
• Collect and document details required for technicians to complete appointments.
• Contact customers within one hour of claim creation to schedule or confirm.
• Coordinate with third-party contractors when in-house team cannot meet SLAs.
• Adapt to evolving processes and provide feedback to improve efficiency.
• Use Microsoft 365 to communicate with leadership and teammates.
• Prioritize tasks to meet deadlines and performance targets.
• Plan scope and schedule length, anticipate issues, adjust as needed.
• Resolve scheduling conflicts and customer concerns with analysis.
• Navigate organizational processes through formal and informal networks.
• Continuously learn new systems and processes to improve performance.
• Contribute to a positive, energetic team environment.

Skills

Appointment coordination

Microsoft 365

Scheduling coordination

Inbound calls

Planning & organizing

Prioritization

Problem-solving

Adaptability

Time-sensitive service

Tools

Oracle

Microsoft Teams

Microsoft Office

Job description

Qualifications:

• 13+ years of appointment coordination, scheduling, or dispatcher experience in a fast-paced environment.
• Proficiency with Microsoft 365, including Microsoft Teams and Microsoft Office.
• Experience with scheduling, schedule planning, or scheduling coordination.
• Ability to handle inbound calls and communicate clearly and succinctly both verbally and in writing.
• Strong planning and organizational skills, including the ability to break work into steps, develop schedules, and assign tasks effectively.
• Demonstrated ability to set priorities, focus on what is most important, and eliminate roadblocks to achieve goals.
• Proven problem-solving skills using logical, analytical methods to identify and resolve issues.
• Ability to learn quickly when facing new problems, remain open to change, and adapt to evolving processes.
• Comfort working under defined service level agreements and time-sensitive expectations, such as contacting customers within one hour of claim creation.

Work Environment

This role is based in a brand-new, modern office in Naperville featuring a pit-style layout that fosters energy and collaboration, a coffee shop and convenience store, and a well-equipped kitchen area with a coffee machine. After training, you may work from home on Fridays, and during peak season, mandatory overtime includes one Saturday and one Sunday on alternating weekends, both worked from home, in rotation every 46 weeks with the team.

Standard hours are Monday through Friday from 7:00 a.m. to 3:30 p.m., with additional overtime opportunities during busy periods.

Job Description

The Appointment Coordinator plays a key role in improving the customer experience by coordinating seamless handoffs between the contact center and in-home technicians during the appointment scheduling process. In this role, you handle inbound calls, schedule and confirm appointments in Oracle, and ensure technicians have all the information they need to complete jobs successfully and within service level agreements. You work in a fast-paced environment, balancing customer needs, technician availability, and territory requirements to reduce missed appointments and improve overall service quality.

Responsibilities

• Answer inbound 20-40 calls from customers and technicians regarding questions related to scheduled or pending appointments.
• Call customers to schedule appointments for the in-home technician team based on claims created by the contact center.
• Create and manage appointments in Oracle, ensuring accurate entry of dates, times, and job details.
• Assign appointments to technicians based on territory, skill set, and availability to optimize coverage and meet service level agreements.
• Confirm customer service address, phone number, and other relevant contact information for each appointment.
• Collect and document all details required for technicians to successfully complete appointments, including any special instructions or access requirements.
• Contact customers within one hour of claim creation to schedule or confirm appointments and set clear expectations.
• Coordinate with third-party contractors and assign work to them when the in-house team cannot meet service level agreements or when the appointment falls outside the in-house scope of work.
• Adapt to evolving processes and procedures as this is a newer role, providing feedback and embracing changes that improve efficiency and customer experience.
• Use Microsoft 365 tools, including Microsoft Teams and Microsoft Office, to communicate with the leadership team and colleagues and to stay aligned with company-wide objectives.
• Prioritize tasks effectively in a fast-paced environment, focusing on the most critical appointments and issues to meet deadlines and performance targets.
• Apply strong planning skills to accurately scope the length and complexity of scheduling tasks, anticipate potential issues, and adjust schedules as needed.
• Demonstrate effective problem-solving by using rigorous logic and analysis to resolve scheduling conflicts, customer concerns, and process challenges.
• Navigate organizational processes and channels effectively, understanding how to get things done through both formal and informal networks.
• Continuously learn and adapt to new systems, processes, and challenges, analyzing successes and failures to improve performance.
• Contribute to a positive, energetic team environment by communicating clearly, collaborating with peers, and supporting shared goals.

Job Type & Location

This is a Permanent position based out of Naperville, IL.

Pay and Benefits

The pay range for this position is $22.00 - $22.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your jobclassification and length of employment. Benefits are subject to change and may besubject to specific elections, plan, or program terms. If eligible, the benefitsavailable for this temporary role may include the following:Medical, dental & visionCritical Illness, Accident, and Hospital401(k) Retirement Plan Pre-tax and Roth post-tax contributions availableLife Insurance (Voluntary Life & AD&D for the employee and dependents)Short and long-term disabilityHealth Spending Account (HSA)Transportation benefitsEmployee Assistance ProgramTime Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Naperville,IL.

Application Deadline

This position is anticipated to close on Oct 13, 2026.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [e-mail] for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.