Appointment and Field Service Scheduler

Silco Fire & Security • Louisville, KY

7d

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 handling inquiries and requests efficiently and resolving them in a timely manner. Acting as a liaison among customers, field technicians, and internal teams, the scheduler balances priorities, adapts to real-time changes, and helps improve service delivery.

The position includes managing and dispatching service requests, communicating appointment updates, maintaining scheduling records, analyzing scheduling data, supporting customer experience improvements, and assisting with administrative and team needs. Employment is contingent upon successfully completing a background check and drug screen.

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 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 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 based on 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 timely, clear information about appointment details, technician arrival times, and service expectations.
• Notify customers proactively about delays and propose solutions.
• Maintain accurate service appointment and customer interaction records 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 service and support intended to exceed customer expectations throughout the scheduling process.
• Gather and track customer feedback about scheduling and service, and identify improvement opportunities.
• 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 development of customer service policies, scheduling procedures, and best practices.

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
• Competitive compensation package

What This Job Offers

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