Service Scheduling Specialist

American Alarm & Communications • Arlington, MA

20d • Onsite

About The Position

The Service Scheduling Specialist coordinates and manages daily schedules for field service technicians to support timely, efficient service delivery. The role communicates with customers to confirm appointments, prioritize urgent service calls, optimize routes, and handle scheduling changes. The specialist works with service managers and technicians to resolve conflicts and ensure work aligns with customer expectations and company standards. Accuracy, organization, and strong communication skills are essential.

The position is in the Service department and reports to the Service Supervisor. It is an hourly, non-exempt role with 8-hour shifts and a 40-hour workweek, based in Arlington, Massachusetts. There are no direct reports.

The company describes its mission as helping save lives and property through systematic excellence and references the Rotary Four-Way Test as a guide for work. American Alarm & Communications, Inc. states that it complies with the Americans with Disabilities Act and applicable state disability laws and is committed to nondiscrimination and equal opportunity.

Requirements

• 1 to 3+ years of experience in customer service roles, with strong interpersonal and communication skills.
• Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail in a fast-paced environment.
• Familiarity with scheduling software and Microsoft Office Suite, including Outlook, Excel, and Word.
• Experience working in a team-oriented setting and collaborating across departments.
• Associate’s degree, or a high school diploma with longer work experience.
• High proficiency with software applications.
• Ability to operate job-related office equipment and communicate via telephone and in virtual teams.
• Ability to work in a dynamic environment and a traditional professional office setting.
• Manual dexterity and the ability to sit while carrying out responsibilities.
• Ability to lift 5–10 pounds.

Responsibilities

• Assign and adjust daily service appointments for field technicians based on priority, availability, and geographic location.
• Confirm service appointments, provide updates, and handle rescheduling requests to support a positive customer experience.
• Track open work orders, update scheduling systems in real time, and maintain accurate documentation.
• Work with service managers and field staff to resolve scheduling conflicts and optimize team productivity.
• Use dispatching software to route technicians efficiently and communicate job details clearly.
• Coordinate projects and activities for sales and marketing services.
• Perform other job duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree