Staff, Business Operations (Voice and Chat Process)

Job description

Job Purpose

The Scheduling Coordinator is a key role in facilitating the assignment of notaries. This role and process spans the service lifecycle acting as the facilitator between the signing agents, schedulers, and our clients at both a strategic and tactical level.

Responsibilities

Facilitating the assignment of vendors to clients. High volume outbound calls, emails, and texts. Negotiation of fees with vendors to maintain average vendor cost goal set by client/team expectations. Maintain average gross profit that is pre-determined by TCX on a per client basis. Ability to work under strict deadlines aligned with our Service Level Agreements (SLA). Ensuring assigned vendors meet or exceed TCX/Client requirements.

Misc./Other – There may be times when management will request the Scheduling Coordinator to change their focus or add additional duties. Schedule Open order (22 daily average) Sending offers Placing phone calls Meet client SLA’s for turn time on order assignment by managing open order queue. Relay all file specific information to vendor at time of order assignment. Meeting gross profit goal at a minimum of 85% of orders completed.

Correspondence with client and/or vendor regarding scheduling issues or inquiries. Addressing all received phone calls/emails in a timely manner (within 20 min). Handling reschedules. Knowledge and Experience Detail Oriented Excellent written and verbal communication skills. Basic knowledge of all other service delivery functions