Work Environment
This role is based in a modern, brand-new office in Naperville with a pit-style layout that fosters collaboration. The facility includes a coffee shop, convenience store, a well-equipped kitchen area with a coffee machine, and access to a gym and basketball court when you become permanent. Standard hours are Monday through Friday from 7:00 a.m. to 3:30 p.m. After training, you may work from home on Fridays.
During peak season, you must be able to work mandatory overtime on a rotating basis, typically one Saturday one weekend and one Sunday the following weekend, with those overtime shifts worked from home.
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, skillset, 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.
Qualifications:
1-3 years of customer service 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.
Job Type & Location
This is a Contract to Hire position based out of Warrenville, IL.
Pay and Benefits
The pay range for this position is $22.00 - $22.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Warrenville,IL.
Application Deadline
This position is anticipated to close on Jul 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 astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) 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.
