Gas Service Scheduling Administrator

About the role

Brooksource is seeking a Gas Service Scheduling Administrator (SSA) to join the Natural Gas Business Unit of a Fortune 500 Energy & Utilities client. The SSA will manage daily operations, assign, route, and adjust workloads for field service personnel, and ensure efficient management of customer service and company-committed work.

Responsibilities

• Assign, route, and adjust workloads for field service personnel in daily operations for all customer service and company-committed work
• Answer a high volume of inbound calls from technicians, first responders, and customers, including emergency and after-hours calls
• Conduct research and follow up on calls requiring additional information or resolution
• Provide after-hours technician support and maintain 24/7/365 emergency call coverage
• Maintain and monitor workflow for approximately 350 service technicians across a three-state area
• Absorb the nature of service calls or emergencies and employ appropriate human relations skills to resolve issues competently
• Utilize analytical and problem-solving skills to resolve customer inquiries accurately and promptly
• Cook up scheduling of service work and emergency response for the Natural Gas Business Unit
• Collaborate with the Planning & Progression department to ensure efficient order assignment and routing
• Adapt to changing operational environments and optimize workloads as needed

Requirements

• Experience with SAP C4C (Cloud for Customer) or CX (Customer Experience) suite
• High school diploma or GED required
• Experience in scheduling, dispatch, or related administrative roles (preferred)
• Strong analytical and problem-solving skills
• Excellent communication and human relations skills
• Ability to handle high call volumes and emergency situations calmly and efficiently
• Comprehensive knowledge of field operations workflow and workload optimization preferred
• Willingness to work onsite for 6 weeks of training at the Charlotte North Ops Center (115 Rhyne Road, Charlotte, NC), Monday–Friday starting at 3:30PM, before transitioning to remote work
• Availability to work part-time weekends and holidays (Saturday & Sunday 7AM–6PM, 7AM–4PM on holidays), with opportunities for additional hours