Appointment and Field Service Scheduler

Silco • Louisville, KY

5d

About The Position

Silco Fire & Security is seeking a proactive, customer-focused Appointment and Field Service Scheduler to manage and coordinate service appointments. The role helps deliver exceptional customer satisfaction through efficient scheduling and timely resolution of inquiries and requests. It serves as a liaison among customers, field technicians, and internal teams, balancing priorities, adapting to real-time changes, and improving service delivery.

The scheduler handles incoming service requests, schedules and dispatches technicians, communicates appointment updates to customers, maintains accurate records, and uses scheduling data to identify process improvements. The position also supports administrative work and customer-service procedures. Employment is contingent on passing 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 and a customer-first mindset.
• Strong organization and prioritization skills, including the ability to manage multiple requests and adapt quickly to changes.
• Ability to work independently and collaboratively as a team member.

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 to address 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 of 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 process-improvement opportunities.
• Monitor service schedules and prioritize appointments and customer interactions in the scheduling system.
• Deliver outstanding service and support throughout the scheduling process.
• Gather and track customer feedback and identify areas for improvement.
• Work 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

• 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) program 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