Scheduler

Hambleton Handyman•Manassas, VA

31d•$50,000 - $70,000•Hybrid

About The Position

A successful Scheduler has a strong sense of urgency and responsibility. They are about being organized while also being able to multitask daily. They are dedicated to the client experience from start to finish and maintain a strong working knowledge of client needs, our company services, and the individual skill sets of our Craftsmen. The mission of the Scheduler is to have no job cancellations, assign the right craftsman to every job, and ensure company profitability and success along with Service Managers. The Scheduler is responsible for the scheduling of all jobs to ensure a smooth job process for our clients and Craftsmen. They work to prevent any job cancellations or job pauses before the completion of work. The Scheduler controls the entire schedule by conducting scheduling phone calls to determine the clients desired start times and assign the Craftsman with the proper skills to each job.

Requirements

Strong sense of urgency and responsibility
Organized
Ability to multitask daily
Dedicated to the client experience
Strong working knowledge of client needs
Strong working knowledge of company services
Strong working knowledge of individual skill sets of Craftsmen
Ability to conduct "Scheduler's Call" to understand job needs
Proficiency in using Service Titan
Proficiency in using Google forecasting document
Ability to communicate and plan schedules
Ability to determine craftsman availability
Ability to plan for craftsman's next job
Ability to communicate daily with craftsmen
Ability to anticipate and prepare for short notice scheduling changes
Ability to fit in last minute client requests
Ability to collaborate with the sales team
Ability to monitor and inform Service Managers of job status
Ability to report daily updates and problems to Service Manager
Ability to track and measure scheduling functions
Ability to generate performance reports
Ability to run Company Backlog Reports
Ability to focus on meeting client needs and preventing cancellations
Ability to communicate with clients daily about the schedule
Ability to check and respond to emails, texts, and voicemails daily
Ability to answer inbound calls to the main line for scheduling
Ability to handle customer questions and redirect calls

Nice To Haves

Experience in a similar role

Responsibilities

Works to build and promote strong, loyal, and long-lasting client relationships and prevent losing clients.
Conducts “Scheduler’s Call” before sending a Craftsman to a client’s home to develop a clear understanding of what is needed for the greatest success of the job so that when we arrive, we can immediately start work.
Ensures the client is aware of our service and how it works (Rates, the process, HL fee, etc.).
Understands the clients needs and how we can provide the best professional service before getting out to their home.
Ensures Craftsmen and Service Managers have all the relevant client and project information available on Service Titan prior to the start of each job.
Determines what skills are required for a job.
Verifies whether a deposit has been collected and a method of payment is saved on file.
Determines if the job is interior, exterior, or mixed; whether it requires certain weather conditions.
Determines the number of craftsmen required.
Determines when each job needs to be completed by.
Uses the Google forecasting document to communicate, plan, and organize schedules.
Ensures the Google forecasting document is current and accurate at all times.
Communicates with Service Managers regarding the skillsets of their Craftsman to ensure the right craftsman is scheduled for each job and estimate.
Works along with Service Managers to help develop and improve the Craftsmen on their team.
Determines craftsman availability and plans for when each craftsman will need their next job and which client will be next.
Communicates daily with each craftsman to ensure they will have a full day's worth of work.
Ensures that each craftsman is working a minimum of 38 hours a week.
Anticipates and prepares for short notice scheduling changes.
Always has a backup plan.
Fits in last minute client requests, meeting their needs.
Collaborates with the sales team to ensure craftsmen schedule availability is communicated and openings are filled.
Monitors and informs Service Managers of ongoing jobs that do not have a Customer Authorization signature as well as projects where additional work has been added on with no Change Order written.
Reports to the Service Manager daily on craftsman updates and problems.
Reports to the Service Manager on any potential job problems, trying to prevent problems before they happen.
Assists Service Managers in making sure Craftsmen set expectations with our clients when they arrive on site.
Tracks and measures scheduling functions.
Generates reports tracking performance.
Provides daily updates of Craftsman Availability Status.
Runs Regular Company Backlog Reports.
Focuses daily on meeting clients needs and preventing any cancellation of jobs.
Communicates with clients every day by updating them on the schedule.
Checks emails, texts and voicemails daily and responds to clients accordingly.
Ensures each client is communicated with every day.
Answers inbound calls to the main line for scheduling.
Handles customer questions and redirects calls accordingly.