Job Details

Position Overview

The Appointment Services Associate provides crucial support to both customers and field-based sales teams, ensuring a seamless appointment experience from scheduling to completion. This role is central to fostering customer relationships, managing appointment reschedules and cancellations, and delivering top-tier service. In addition, the associate contributes to operational improvements, supports internal communications, and helps maintain high service standards across the Appointment Services department.

What you'll do

• Provide exceptional customer service to both internal and external clients, including the field-based sales team.
• Manage appointment reschedules, cancellation rescues, and overflow appointment call volume with professionalism and care.
• Maintain performance standards and adhere to departmental policies, consistently achieving Key Performance Indicators (KPIs).
• Partner with leadership to identify training opportunities and share best practices across Appointment Services and Field Sales teams.
• Support executive, regional, and divisional sales leaders by facilitating communication, providing feedback, and promoting team collaboration.
• Identify and suggest improvements to Appointment Services processes to enhance operational efficiency and customer satisfaction.
• Resolve escalated issues with sound judgment and a customer-first approach.
• Participate in departmental or cross-functional projects focused on process improvement and service excellence.
• Manage high-volume email communication through the Appointment Services inbox.
• Exercise discretion and judgment in upward communication on organizational or team matters.
• All other duties as assigned

Who you are

• High school diploma or equivalent required.
• Proven customer service experience, ideally within a contact center environment.
• Excellent verbal and written communication skills.
• Strong computer skills and ability to manage multiple systems simultaneously.
• Capable of working independently and as part of a collaborative team.
• Demonstrated success in following processes and procedures to maintain consistency and quality.
• Effective communication
• Customer and client focus
• Strong organizational skills
• Analytical problem-solving
• Technical proficiency

What's in it for you?

• Hourly Rate Base Pay: $18
• Generous benefits package including medical, dental, vision, life, disability
• A company culture that prioritizes internal development and professional growth
• Time off with pay
• 401(k) plan with a degree of employer matching
• Paid parental leave
• Wellness programs and product discounts

Please note, all offers presented to candidates are carefully crafted to ensure market competitiveness, equity, and reflect the individual candidate's education, experience, skills and potential.

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