Appointment and Field Service Scheduler

Silco • Toledo, OH

7d

About The Position

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

Requirements

• High school diploma or equivalent.
• Strong problem-solving skills and the ability to think critically in fast-paced situations.
• Comfort using and learning new scheduling, CRM, or field service management software.
• Excellent verbal and written communication skills and a customer-first mindset.
• Strong organizational skills, including the ability to prioritize tasks, manage multiple requests, and adapt quickly to changes.
• Ability to work independently and collaboratively as a team member.
• Successful completion of a background check and drug screen is a condition of employment.

Nice To Haves

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

Responsibilities

• Manage incoming service requests through 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, or service delays.
• Coordinate with field technicians to optimize schedules and minimize travel time.
• Act as the primary contact for scheduling inquiries, updates, and changes.
• Communicate appointment details, technician arrival times, and service expectations clearly and promptly.
• Notify customers of delays and propose solutions.
• Maintain accurate records of service appointments and customer interactions in the scheduling system.
• Use 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.
• Provide outstanding support throughout the scheduling process and seek to exceed customer expectations.
• Gather and track customer feedback and identify opportunities to improve the scheduling and service experience.
• Collaborate with cross-functional teams to address customer concerns and resolve issues.
• Assist with administrative tasks, 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, dental, and vision benefits
• 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