Project Administrator Customer Appointment Scheduling

Job Title: Project Administrator: Customer Appointment Scheduling

Location: Remote
Employment Type: Full-Time, Non-Exempt, Temporary
Compensation: $17.00-$20.00 per hour DOE

About Us

At Drive Management Group, we provide expert consulting and project management services to telecommunications companies. Our mission is to deliver innovative solutions that drive growth and improve operational efficiency for our clients. We are committed to going above and beyond to ensure their success and become their trusted partner.

Why Work for DMG?

At DMG, our mission is to empower our employees to deliver exceptional results through innovation, collaboration, and unwavering commitment to excellence as we work together to build out the nation's fiber optic networks of tomorrow. We strive to cultivate a culture that fosters creativity, integrity, and continuous learning.

What we offer

• Competitive base pay
• Comprehensive health, dental, and vision package
• 401(k)
• Ongoing training and development
• Opportunities for career growth and advancement
• A dynamic and supportive work environment

Our Values

Our core values define who we are and guide our actions and decisions every day. They are the foundation of our company culture and the principles by which we operate:

• Innovation
• Expertise
• Reliability
• Partnership
• Continuous Improvement
• Execution
• Integrity

Learn more at https://drivemanagementgroup.com/

What we’re looking for

The Project Administrator: Customer Appointment Scheduling is responsible for client DSL and fiber internet installation customer appointment scheduling for DSL and fiber installations.This role will provide a customer friendly experience assisting new customers with rescheduling missed appointments. If a customer wishes to cancel their pending order, the administrator will also document and facilitate the request.

The Project Administrator (CAS) position is a full-time (40 hours weekly), non-exempt, temporary position for approximately 3 months that may be extended or augmented into other roles depending on performance.

The Project Administrator (CAS) position will be scheduled Monday – Friday or Tuesday- Saturday depending on client need.

The Project Administrator (CAS) position will be a remote or hybrid position depending on the candidate’s location. Company equipment will be provided for this position.

Responsibilities

• Conduct outbound and inbound customer calls in English with professionalism and clarity
• Respond promptly to customer messages via email, text, or phone calls.
• Schedule and confirm customer appointments for DSL and Fiber installations and service calls.
• Demonstrate basic understanding of DSL vs. Fiber technologies to guide scheduling decisions.
• Communicate clearly and patiently with customers to confirm availability, explain service expectations, and resolve scheduling conflicts.
• Apply conflict resolution and de-escalation techniques when handling frustrated or confused customers.
• Use Excel, Word, CRM platforms, scheduling tools, and internal dashboards to complete tasks.
• Collaborate with field teams to ensure appointment feasibility and minimize rescheduling.
• Maintain accurate records of customer interactions and appointment details.
• Meet and exceed performance metrics, including:
• Average Handle Time (AHT)
• First Contact Resolution (FCR)
• Appointment Accuracy Rate
• Customer Satisfaction Score (CSAT)
• Other duties as prescribed

Required Skills, Knowledge, and Experience

• Fluent English speaker with excellent verbal and written communication skills
• Strong verbal communication and active listening skills.
• High emotional intelligence, with empathy and patience at the core of every interaction.
• Ability to adapt quickly to new systems and workflows.
• Reliable, punctual, and committed to delivering high-quality customer experiences.
• Ability to follow oral and written direction.
• Ability to work remotely in an accountable, self-managing way.
• Proficient in Excel and Word.
• Demonstrated attention to detail and organization.
• Strong interpersonal skills.
• Ability to collaborate with key internal and external stakeholders.

Preferred Skills, Knowledge, and Experience

• Experience in customer service, call center, or scheduling roles
• Conflict resolution and de-escalation training or experience
• Experience in project scheduling, updating, and due-date management, and company records update.
• Basic knowledge of DSL vs. Fiber service types and their scheduling implications.
• Strong organizational and interpersonal skills.

Drive Management Group (DMG) considers all applicants for employment without regard to race, religion, gender, sexual orientation, national origin, age, disability, or status as a US military veteran in accordance with federal law. In addition, we comply with applicable state and local laws prohibiting discrimination in employment wherever it maintains facilities. We also provide reasonable accommodation to individuals with a disability in accordance with applicable laws. Drive Management Group (DMG) is committed to a drug-free workplace.