Scheduler

About the role

A successful Scheduler has a strong sense of urgency and responsibility. They are 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, company services, and the individual skill sets of 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 scheduling all jobs to ensure a smooth process for clients and Craftsmen, preventing any job cancellations or pauses before completion.

Responsibilities

• Build and promote strong, loyal, and long-lasting client relationships to prevent client loss.
• Conduct a “Scheduler’s Call” before sending a Craftsman to a client’s home to clarify job requirements for success, including:
  • Ensuring the client understands the service, rates, process, and fees.
  • Understanding the client’s needs to provide the best professional service.
  • Providing Craftsmen and Service Managers with all relevant client and project information in Service Titan, such as:
    • Skills required for the job.
    • Deposit collection and saved payment method.
    • Job location (interior, exterior, or mixed) and weather requirements.
    • Number of craftsmen required.
    • Job completion deadlines.
• Use the Google forecasting document to communicate, plan, and organize schedules, ensuring it is current and accurate.
• Collaborate with Service Managers to match the right craftsman to each job based on skillsets.
• Determine craftsman availability and plan upcoming jobs to ensure continuous work.
• Communicate daily with craftsmen to ensure a full day’s worth of work, maintaining a minimum of 38 hours per week.
• Anticipate and prepare for short-notice scheduling changes, including backup plans.
• Accommodate last-minute client requests while meeting their needs.
• Collaborate with the sales team to communicate craftsmen availability and fill schedule openings.
• Monitor and inform Service Managers of ongoing jobs without a Customer Authorization signature or added work without a Change Order.
• Report daily to Service Managers on craftsman updates and potential job problems, aiming to prevent issues.
• Assist Service Managers in ensuring Craftsmen set clear expectations with clients upon arrival.
• Track and measure scheduling functions, generating performance reports.
• Maintain daily updates of Craftsman Availability Status and run regular Company Backlog Reports.
• Focus daily on meeting client needs and preventing job cancellations.
• Communicate with clients daily, updating them on schedules and responding to emails, texts, and voicemails.
• Answer inbound calls to the main line, handling customer questions and redirecting calls as needed.

Benefits

• Health and Dental insurance plan
• Paid Holidays and PTO
• 401k Retirement Plan with company matching contributions
• Life Insurance Policy
• Employee rates for work done at your own home