Appointment Service Operator

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

Qualifications

• 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 or

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.