Appointment Service Operator

DescriptionJob Title: Appointment Service Operator

ACA Status: Full-Time

Pay Class: Hourly

Exempt Status: Non-Exempt Status

Department: Appointments
Location: Hot Springs, AR

Work Environment: In Office

Reports To: Appointment Manager

Direct Reports: N/A

About Windows USA

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.

Job Summary

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.

Key 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

QualificationsQualifications

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

Work Environment: In-person role in our Hot Spring, AR office.

Physical Requirements: Ability to stand for long periods, as required.
Schedule: Standard business hours, with potential for extended hours as needed.

Compensation & Benefits

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

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)

Equal Employment Opportunity (EEO) Statement

"Windows USA is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status."

ADA Accommodations

"We are committed to providing reasonable accommodations to individuals with disabilities. If you require accommodations during the application process, please contact HR at 501-299-5546 or <[email hidden]>."

At-Will Employment Statement

"Employment with Windows USA is at-will, meaning either the employee or Windows USA can terminate the employment relationship at any time, with or without notice or cause, as permitted by law."

Background Check Disclosure

“As part of our hiring process, Windows USA conducts a thorough background check and may require a drug screening.”

Disclaimers

"This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice."