Customer Service Scheduling Lead Support the team. Elevate the experience. Keep it all running smoothly.Do you have a knack for scheduling logistics and a talent for helping others succeed? We’re looking for a Customer Service Scheduling Lead to guide our team of Scheduling Agents, ensure day-to-day workflow runs efficiently, and serve as a go-to resource for both customers and teammates.This is a working lead position—ideal for someone who enjoys being hands-on while helping support and grow a high-performing team. Role Overview:As the Customer Service Scheduling Lead, you will play a dual role: managing your own customer scheduling responsibilities while also assisting in the oversight of daily team operations. You’ll help train new team members, monitor performance metrics, and work closely with the Scheduling Manager to maintain a seamless customer experience.Key Responsibilities:

• Schedule and confirm customer appointments via phone, and email along with maintaining high service standards
• Act as a team resource for complex scheduling issues, customer escalations, or system questions
• Assist with onboarding and training of new scheduling agents
• Monitor daily schedules to ensure coverage, workflow balance, and timely responses
• Support process improvements and help identify opportunities for increased efficiency
• Maintain accurate data in CRM and scheduling platforms
• Collaborate with the Scheduling Manager to review team performance metrics and provide input for coaching and development
• Step in to lead the team during manager absences or high-volume periods

• Schedule and confirm customer appointments via phone, and email along with maintaining high service standards
• Act as a team resource for complex scheduling issues, customer escalations, or system questions
• Assist with onboarding and training of new scheduling agents
• Monitor daily schedules to ensure coverage, workflow balance, and timely responses
• Support process improvements and help identify opportunities for increased efficiency
• Maintain accurate data in CRM and scheduling platforms
• Collaborate with the Scheduling Manager to review team performance metrics and provide input for coaching and development
• Step in to lead the team during manager absences or high-volume period