Planning Specialist, Customer Experience

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Utilize route analysis software and work-order data to develop efficient daily and weekly tactical route plans.

• Modify territory plans for designated branch locations.

• Evaluate plans, resources, and territory data.

• Maintain geographic codes, addresses, and customer information accurately.

• Provide daily metrics reports to the Service Planning Supervisor and Branch Managers/Technicians.

• Communicate routes within designated territories to service personnel effectively.

• Review and summarize plans daily with the Service Planning Supervisor.

• Generate daily summary reports and submit them to the supervisor.

• Collaborate with planning and scheduling leaders, branch managers, service managers, technicians, contact-center colleagues, North America managers, and key customers.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or GED, or an equivalent combination of education and/or experience in the service industry.

• 1–2 years of relevant experience as a dispatcher and/or customer service agent.

• Proficient understanding of routing and scheduling software systems.

• In-depth knowledge of branch service department resources, territory structure, recurring-service planning, and schedule availability for unplanned demand.

• Strong verbal and written communication skills, including public speaking capabilities.

• Excellent analytical skills and meticulous attention to detail.

• Advanced proficiency in Microsoft Office applications: Word, Excel, Outlook, and PowerPoint.

• Ability to read, analyze, and interpret business documents, maintenance instructions, procedural manuals, and government regulations.

• Capacity to manage multiple, repetitive tasks efficiently.

• Basic familiarity with texting software or other applications relevant to the role.

• Ability to interact effectively with colleagues and the public.

• Fundamental knowledge of company operating systems.

• Ability to influence both internal and external stakeholders.

• Capability to work under pressure while exercising sound judgment and attention to detail.

• Ability to lift, carry, push, pull, or reposition up to 10 pounds occasionally.

• Ability to remain seated for extended periods while utilizing computers, phones, and other office equipment.

• Close visual acuity required for detail-oriented data preparation, analysis, computer screen viewing, and reading tasks.

• Must be able to work in indoor building environments.

• Must consent to receive initial application-related text messages, with the option to modify preferences or opt out after the first message.

🏝️ Benefits

• Benefits commence on Day 1 for full-time employees.

• Opportunities for professional and personal growth.

• Various pathways to advance your career.

• Access to training and development programs.

• Tuition reimbursement benefits for full-time employees.

• Comprehensive medical, dental, vision, disability, and life insurance plans.

• 401(k) retirement plan with company-matching contributions.

• Vacation and sick days.

• Company-paid holidays and floating holidays.

• A workplace focused on health, safety, and flexibility.

• Potential for performance incentives.

• Opportunities for promotion from within.