Appointment and Field Service Scheduler

Silco Fire & Security • 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 role supports exceptional customer satisfaction by resolving inquiries and requests efficiently and in a timely manner. It serves as a liaison between customers, field technicians, and internal teams, balancing priorities, adapting to real-time changes, and improving service delivery.

The scheduler handles incoming service requests, assigns technicians according to skills, availability, location, and customer needs, and adjusts plans when urgent requests, changes, or delays arise. The role also provides customer updates, maintains service and customer interaction records, analyzes scheduling data, gathers feedback, and supports administrative and team processes.

Employment is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer.

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 organizational skills and the ability to prioritize tasks, 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 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 customers with timely information about appointment details, technician arrival times, and service expectations.
• Notify customers of 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 processes.
• 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 experiences and identify areas for improvement.
• Collaborate with cross-functional teams to address customer concerns and resolve issues promptly.
• 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.

Benefits

• Competitive compensation package.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Aflac coverage.
• 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