Outbound Scheduling Assistant

Job Title: Outbound Scheduling Assistant

Department/Group: Ting – Care Department 

Reports to: Manager Customer Operations & Project Management 

Classification: Part-time (hourly) non-exempt or Full-time (hourly) non-exempt  

Role and Responsibilities 

As an Outbound Scheduling Assistant, you are the first point of contact for new Ting customers awaiting installation. You will work from a prioritized list of customers who have already contacted Ting to activate service, ensuring a seamless and efficient scheduling experience. Your role is critical in delivering a positive first impression and minimizing delays in service activation. 

Key Responsibilities 

• Respond to outbound scheduling tasks by calling from an identified list of customers awaiting install; handle inbound queue work only as triaged. 

• Confirm customer details, present optimal time windows, and book installation appointments on first contact whenever possible. 

• Execute timely follow-ups via call, text, and email to close the loop if appointments cannot be booked immediately. 

• Log clear notes, next steps, and outcomes in CRM systems to ensure status visibility for other team members. 

• Set clear expectations for customers regarding preparation, access, and time windows; send appointment confirmations. 

• Maintain record hygiene with accurate data entry, stamped next actions/dates, and standardized notes. 

• Meet weekly performance targets for activity. 

• Ensure follow-ups are completed within 72 hours and maintain a low no-show/reschedule rate. 

• Deliver a high-quality customer experience. 

Competencies 

• Communication skills 

• • Written and verbal 

• • Updates statuses without reminders 

• Drive for results 

• • Customer focus 

• Interpersonal Savvy 

• • Active listening 

• • Empathy 

• • Composure 

• • Conflict Management 

• Problem solving 

• Attention to detail 

• • Organization 

• Multitasking 

• • Learning on the fly 

• Integrity and Trust 

• Technical knowledge and learning 

• • Basic understanding of scheduling and customer account management 

• • Comfort with basic device and networking and connectivity support 

• • Closer’s mindset—comfortable asking for appointments and overcoming objections 

• • Excellent typing skills 

• • Technical knowledge of Mac operating system and Google Suite applications 

Qualifications and Education Requirements 

• Prior experience in telecommunications, ISP, or customer service highly preferred 

• Bilingual (English/Spanish) is a plus