Outbound Scheduling Assistant - Ting – Care Department

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