Appointment and Field Service Scheduler

Responsibilities

• Schedule and dispatch technicians based on skills, availability, location, and customer needs.
• Proactively adjust schedules and dispatch technicians to respond to urgent requests, last-minute changes, or service delays.
• Cook up and dispatch technicians to respond to urgent requests, last-minute changes, or service delays.
• Cook up and dispatch technicians to respond to urgent requests, last-minute changes, or service delays.
• Coordinate with field technicians to optimize scheduling and minimize travel time.

Customer Communication

• Serve as the primary point of contact for scheduling inquiries, updates, and changes.
• Provide clear, timely updates regarding appointment details, technician arrival times, and service expectations.
• Proactively notify customers of any delays and propose solutions to maintain trust and satisfaction.

Data Management & Reporting

• Maintain accurate records of service appointments and customer interactions in the scheduling system.
• Leverage new systems and software to streamline scheduling, dispatching, and communication processes.
• Generate reports and analyze scheduling data to identify trends and opportunities for process improvement.
• Monitor service schedules and prioritize appointments and customer interactions in the scheduling system.

Customer Experience

• Strive to exceed customer expectations by delivering outstanding service and support throughout the scheduling process.
• Gather and track customer feedback on the scheduling and service experience and identify areas for improvement.
• Collaborate with cross-functional teams to address customer concerns and resolve issues promptly.

Administrative & Team Support

• Aid with administrative tasks such as new account entry, frontline phone coverage, and system updates.
• Support the development of customer service policies, scheduling procedures, and best practices.

Qualifications

• Prior scheduling or dispatching experience highly preferred; experience in service-based industries preferred.
• High School Diploma or equivalent.
• Strong problem-solving skills with the ability to think critically in fast-paced situations.
• Comfort using and learning new scheduling, CRM, or field service management software.
• Excellent communication skills, both verbal and written, with a customer-first mindset.
• Highly organized with the ability to prioritize tasks, manage multiple requests, and adapt quickly to changes.
• Team player with the ability to work independently and collaboratively.

Benefits

• In addition to a competitive compensation package, Silco offers a wide range of benefits such as medical, dental, vision, Aflac and a Flexible Spending Account (FSA).
• The Company also boasts a 401(k) program with company matching and tuition reimbursement.
• Silco provides paid holidays and generous paid time off.