Appointment Service Operator

Windows USA® is a leading manufacturer and provider of premium, energy-efficient vinyl windows. With decades of experience in home improvement, we pride ourselves on delivering exceptional quality and service to our customers, fostering a culture of innovation and customer satisfaction.

About the role

The Appointment Service Operator plays a critical role in supporting sales performance and customer experience by managing appointment scheduling, coordination, and communication. This position partners closely with Sales Contractors and internal teams to ensure appointments are accurately scheduled, confirmed, and executed efficiently. This role goes beyond traditional administrative support by owning appointment flow, improving scheduling accuracy, and helping drive overall appointment quality and customer satisfaction.

Responsibilities

• Appointment & Schedule Management
  • Coordinate and manage daily schedules for Sales Contractors to ensure efficient routing and appointment coverage
  • Schedule, confirm, reschedule, and cancel customer appointments with accuracy and urgency
  • Monitor appointment flow and proactively address gaps, conflicts, or inefficiencies
• Communication & Support
  • Serve as a primary point of contact for Sales Contractors, providing real-time scheduling support
  • Handle inbound calls from Sales Representatives and assist with scheduling-related needs
  • Communicate appointment updates and changes to customers in a professional and timely manner
• Customer Experience & Escalations
  • Address customer concerns related to scheduling and appointment expectations
  • Assist in resolving escalations and identifying solutions to maintain a positive customer experience
  • Ensure all interactions reflect company standards of professionalism and service
• Data Entry & Administrative Support
  • Accurately enter and maintain call sheets, appointment data, and customer information in company systems
  • Support administrative needs for Sales Contractors and appointment operations
  • Maintain organized and up-to-date records to ensure data integrity
• Proposal Coordination
  • Prepare and distribute cost and labor proposals to Sales Representatives in a timely manner
  • Ensure accuracy and completeness of all proposal documentation

Requirements

• Education: High School Diploma or equivalent (Required)
• Experience: 1-2 years of experience in a sales support or administrative role preferred
• Knowledge:
  • Understanding of Salesforce (Preferred)
  • Proficient in Microsoft Suite and other office software
• Skills:
  • Ability to work effectively and efficiently under pressure in a fast-paced environment
  • Strong communication skills to engage effectively with customers and team members
  • Proficient in data entry and administrative tasks

Working Conditions

• In-person role in our Hot Springs, AR office
• Physical Requirements: Ability to stand for long periods, as required

Pay

• Hourly Base: $19 - $25+ with additional potential commission
• Pay Type: Hourly with potential for commissions after introductory period

Benefits

• Health Insurance (Medical, Dental, Vision, Supplemental Gap)
• Life Insurance
• Short-Term Disability
• 401(k) or Retirement Plan
• Paid Time Off (Vacation, Personal, and Sick Leave)