Appointment and Field Service Scheduler

Silco • Columbus, OH

5d

About The Position

Silco Fire & Security is seeking a proactive, customer-focused Appointment and Field Service Scheduler to manage service appointment scheduling and coordination. The role supports customer satisfaction by responding efficiently to inquiries and requests, and serves as a liaison among customers, field technicians, and internal teams. The scheduler uses critical thinking and problem-solving to balance priorities, respond to real-time changes, and improve service delivery.

The position is located in Columbus, Ohio. Duties also include maintaining accurate scheduling records, analyzing service data, supporting administrative tasks, and helping improve customer service policies and scheduling procedures. Employment is contingent upon successfully completing a background check and drug screen.

Requirements

• High school diploma or equivalent.
• Strong problem-solving skills and the ability to think critically in fast-paced situations.
• Comfort using and learning scheduling, CRM, or field service management software.
• Excellent verbal and written communication skills with a customer-first mindset.
• Highly organized, with the ability to prioritize tasks, manage multiple requests, and adapt quickly to changes.
• Ability to work independently and collaboratively as part of a team.

Nice To Haves

• Prior scheduling or dispatching experience is highly preferred.
• Experience in service-based industries is preferred.

Responsibilities

• Manage incoming service requests received by phone, email, and digital platforms.
• Schedule and dispatch technicians according to their skills, availability, location, and customer needs.
• Adjust schedules and dispatch technicians in response to urgent requests, last-minute changes, and service delays.
• Coordinate with field technicians to optimize schedules and minimize travel time.
• Serve as the primary contact for scheduling inquiries, updates, and changes.
• Provide customers with timely information about appointment details, technician arrival times, and service expectations.
• Notify customers about delays and propose solutions.
• Maintain accurate records of service appointments and customer interactions in the scheduling system.
• Use new systems and software to streamline scheduling, dispatching, and communication.
• Generate reports and analyze scheduling data to identify trends and opportunities for improvement.
• Monitor service schedules and prioritize appointments and customer interactions in the scheduling system.
• Deliver service and support throughout the scheduling process with the goal of exceeding customer expectations.
• Gather and track customer feedback and identify ways to improve the scheduling and service experience.
• Collaborate with cross-functional teams to address customer concerns and resolve issues promptly.
• Assist with administrative work, including new account entry, frontline phone coverage, and system updates.
• Support the development of customer service policies, scheduling procedures, and best practices.
• Perform other duties as assigned.

Benefits

• Competitive compensation package
• Medical insurance
• Dental insurance
• Vision insurance
• Aflac
• Flexible Spending Account (FSA)
• Company-paid short-term disability insurance
• Company-paid life insurance
• Company-paid training
• 401(k) with company matching
• Tuition reimbursement
• Paid holidays
• Generous paid time off

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED