Scheduler/ Customer Care Coordinator

ABOUT THE SHADE STORE®  

At The Shade Store, we have handcrafted the finest Shades, Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation.  

THE POSITION:  Scheduler/Customer Care Coordinator, Measure + Install  

As our national presence expands, we continue to grow our Measure & Install department. As a Scheduler/Customer Care Coordinator at The Shade Store you will support the operations of our network of field professionals. Based at our national headquarters in Port Chester, NY, this role will play a key role in providing a world class customer experience focused on scheduling and dispatching measure and installation appointments. You will also identify performance trends, optimize routes and propel continuous improvement department-wide.  

Please note that this role is currently seeking the following shift times: 9am-6pm and 11am-8pm 

RESPONSIBILITIES:  

• Coordinate day of routing ranging from 20-35 field professionals to maximize service levels and utilization  

• Schedule/re-route field professionals on the day of execution, working as a team to ensure the best outcomes for our customers  

• Work closely with our Design Consultants and Customer Care teams to schedule appointments, resolve escalated customers issues, and plan for special appointments  

• Assist team leaders in identifying Pros and Regions of concern or excellence   

• Recommend new procedures to improve the overall results of the Measure + Install department  

• Take inbound calls from our field professionals   

• Responsible for making outbound calls to our customers with day of changes. This includes possible appointment cancellations  

 WHAT WE ARE LOOKING FOR:  

• Minimum of three years of experience in scheduling, routing, or dispatching  

• Minimum of three years in customer service industry with experience in high volume phone, email and chat support  

• Experience preferred with Dispatch Track and/or other delivery logistics software  

• Experience preferred with work order management systems (scheduling, planning, and execution systems)  

• Bachelor’s Degree preferred   

• Willingness to work a flexible schedule including evenings and Saturdays   

• Demonstrated success performing analyzing and solving complex scheduling issues   

• Stellar people skills – experience providing high-end customer service to internal and external partners   

• Ability to juggle multiple requests at once, differentiate between priorities and determine the optimal next steps   

• Creative outlook and ideas on improving processes and the customer experience   

• Ability to use sound judgment to provide logical and comprehensive solutions  

• Positive attitude and willingness to go above and beyond  

• Attention to detail and ability to multi-task  

WHY WORK AT THE SHADE STORE® 

We set out to create a company culture that is enjoyable and rewarding, where team members can have meaningful impact. Below are some of the perks and benefits of working at TSS:  

• Competitive salary 

• Medical Benefits 

• 401k with Company Match 

• Up to $100k Life Insurance & Short-Term Disability (Employer Paid) 

• Legal and Pet Insurance Plans 

• Employee Assistance Program 

• Product Discount 

If you are looking to be part of a growing family of enthusiastic and hard-working individuals, we would love to hear from you! 

THE SHADE STORE® offer is contingent upon:  

• Successful completion of reference and background checks 

• Proof of legal authorization to work in the United States for The Shade Store, which will be confirmed by E-Verify within three business days of your hire date 

ABOUT US: Visit our website at to learn more about The Shade Store and our career opportunities.  

The hourly non-exempt range for this position is $24-$26/hour. 

The Shade Store provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.