Service Scheduling Coordinator

TNT Services Group•Frederick, MD

9d•Onsite

About The Position

The Service Scheduling Coordinator serves as the central point of coordination for incoming service requests related to windows and exterior doors across a five-state service territory. This position is responsible for managing service communication, routing requests to the appropriate internal teams, and coordinating technician schedules to ensure timely and efficient service delivery. The role requires strong organization, clear communication, geographic awareness, and the ability to manage changing priorities in a fast-paced service environment. The Service Scheduling Coordinator also plays a critical logistics role by planning, coordinating, and scheduling work for service technicians. A strong aptitude for logistics, geographic planning, and resource coordination is essential to ensure efficient routing, optimal technician utilization, and timely service completion.

Requirements

Strong logistics, scheduling, and geographic planning aptitude.
Ability to manage service scheduling across multiple states and territories.
Excellent written and verbal communication skills.
Strong email management and follow-up skills.
High level of organization, accuracy, and attention to detail.
Comfortable using field service management or project management software.
Ability to prioritize tasks under changing conditions.
Ability to remain calm, professional, and solutions-focused when schedules change or service needs escalate.
Customer-focused and team-oriented mindset.
Ability to work collaboratively with internal departments, field technicians, builders, and homeowners.

Nice To Haves

Experience coordinating multiple technicians, installers, drivers, or field personnel simultaneously preferred.
Experience with Zuper is preferred.

Responsibilities

Monitor and manage incoming service request emails and phone calls from: Production homeowners, Custom homeowners, Production builder superintendents, Custom builder superintendents.
Request missing, incomplete, or clarifying information when required.
Maintain clear, professional written and verbal communication with all parties.
Follow up routinely with builders, homeowners, internal teams, and technicians as needed.
Serve as the front desk point of contact by professionally greeting and directing visitors upon arrival.
Answer initial phone calls directed to the operator.
Receive approved scheduling requests from: Homeowner Services Division, Production/Custom Builder Services Division.
Plan, coordinate, and maintain schedules for service technicians across a multi-state service area.
Balance technician workload based on: Technician availability, Geographic location, Travel distance and routing efficiency, Job priority and service timelines, Production and custom job requirements.
Create, assign, and manage service jobs in the company’s project management or field service software.
Optimize daily and weekly schedules to reduce downtime, unnecessary travel, and scheduling inefficiencies.
Communicate schedule updates, confirmations, and changes to internal teams and technicians.
Adjust schedules as needed to accommodate delays, emergency calls, labor constraints, or changing priorities.
Maintain accurate job records, notes, attachments, and scheduling updates in the project management platform.
Track job progress from initial scheduling request through confirmed scheduling and completion.
Provide continuous follow-up on jobs that are pending, delayed, or past due.
Communicate changes promptly to internal teams, technicians, builders, and homeowners as appropriate.
Escalate high-impact scheduling, service, or logistics conflicts as needed.
Support ongoing improvements to service workflow, scheduling efficiency, communication, and customer experience.