Appointment and Field Service Scheduler

Silco Fire & Security • Columbus, OH

4d

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 efficiently resolving 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 also involves maintaining accurate scheduling records, using scheduling and service software, analyzing scheduling data, supporting administrative tasks, and collaborating with other teams to address customer concerns. The posting identifies Columbus, Ohio, as the job location.

Requirements

• High school diploma or equivalent.
• Strong problem-solving skills and 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 and 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 a team player.

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, clear information about appointments, technician arrival times, and service expectations.
• Notify customers of delays and propose solutions.
• Maintain accurate records of 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 process-improvement opportunities.
• Monitor service schedules and prioritize appointments and customer interactions in the scheduling system.
• Deliver customer service and support throughout the scheduling process.
• Gather and track customer feedback about scheduling and service, and identify areas for improvement.
• Collaborate with cross-functional teams to address customer concerns and resolve issues promptly.
• Assist with 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

• 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
• Career Level: Entry Level
• Education Level: High school or GED