Scheduling Specialist

The Scheduling Specialist is a key front-office contributor responsible for answering and directing inbound calls, managing schedules and resources, and serving as a trusted point of contact for clients and internal teams. In this role, you’ll handle client orders, resolve inquiries and concerns, and provide advanced support related to billing, products, services, and deliverables.

Requirements

• Answer and direct inbound calls from clients and internal personnel with professionalism and efficiency
• Assist with scheduling management, job requests, and allocation of resources
• Monitor client job requests and proactively communicate issues or updates
• Enter and maintain accurate data, including notices, attorney and firm details, and reporter/videographer information
• Track resource backlogs and jobs in progress to ensure timely completion
• Collaborate with Scheduling Managers and Specialists to resolve and prevent client issues
• Handle customer service calls with a focus on first-contact resolution
• Communicate with clients via phone and email regarding transcripts, exhibits, video products, and order status
• Troubleshoot client concerns to identify root causes related to transcripts, exhibits, video, or billing
• Resolve service and billing requests, including cost estimates, invoices, payments, repository access, and product delivery issues
• Obtain completed transcript and video order forms and confirm client product requests
• Escalate unresolved inquiries to appropriate departments when necessary
• Support the sales team by identifying new leads or potential client concerns
• Document and report customer feedback, inquiries, and satisfaction trends to management
• Perform additional duties as assigned

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan