Job 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