Appointment and Field Service Scheduler

Silco Fire & Security • Cleveland, OH

1d

About The Position

Silco Fire & Security is seeking a proactive and customer-focused individual to join our team as an Appointment and Field Service Scheduler . In this role, you will be responsible for managing the scheduling and coordination of service appointments, ensuring exceptional customer satisfaction through efficient and timely resolution of inquiries and requests. This role will serve as the liaison between customers, field technicians, and internal teams, using critical thinking and problem-solving skills to balance priorities, adapt to real-time changes, and improve overall service delivery.

Requirements

• Prior scheduling or dispatching experience highly preferred; experience in service-based industries preferred.
• High School Diploma or equivalent
• Strong problem-solving skills with the ability to think critically in fast-paced situations.
• Comfort using and learning new scheduling, CRM, or field service management software.
• Excellent communication skills, both verbal and written, with a customer-first mindset.
• Highly organized with the ability to prioritize tasks, manage multiple requests, and adapt quickly to changes.
• Team player with the ability to work independently and collaboratively.

Responsibilities

• Efficiently manage incoming service requests via phone, email, and digital platforms.
• Schedule and dispatch technicians based on skills, availability, location, and customer needs.
• Proactively adjust schedules and dispatch technicians to respond to urgent requests, last-minute changes, or service delays.
• Coordinate with field technicians to optimize scheduling and minimize travel time.
• Serve as the primary point of contact for scheduling inquiries, updates, and changes.
• Provide clear, timely updates regarding appointment details, technician arrival times, and service expectations.
• Proactively notify customers of any delays and propose solutions to maintain trust and satisfaction.
• Maintain accurate records of service appointments and customer interactions in the scheduling system.
• Leverage new systems and software to streamline scheduling, dispatching, and communication processes.
• Generate reports and analyze scheduling data to identify trends and opportunities for process improvement.
• Monitor service schedules and prioritize appointments and customer interactions in the scheduling system
• Strive to exceed customer expectations by delivering outstanding service and support throughout the scheduling process.
• Gather and track customer feedback on the scheduling and service experience and identify areas for improvement.
• Collaborate with cross-functional teams to address customer concerns and resolve issues promptly.
• Assist with administrative tasks such as new account entry, frontline phone coverage, and system updates.
• Support the development of customer service policies, scheduling procedures, and best practices.

Benefits

• In addition to a competitive compensation package, Silco offers a wide range of benefits such as medical, dental, vision, Aflac and a Flexible Spending Account (FSA).
• Silco offers company paid short-term disability and life insurance, as well as company paid training.
• The Company also boasts a 401(k) program with company matching and tuition reimbursement.
• Silco provides paid holidays and generous paid time off.

What This Job Offers

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