Scheduling Specialist

About the role

The Scheduling Specialist’s primary objective is to manage the logistical lifecycle of customer service requests, acting as the bridge between the customer and internal operations. This role serves as the central liaison for incoming inquiries, responsible for the intake, assessment, and documentation of requests via phone, text, and email. The Scheduling Specialist works closely with Dispatch to ensure precise scheduling of services and reports data, scheduling details, and operational issues to the Scheduling Coordinator to support field coordination. The Scheduling Specialist upholds the company’s mission and core values by ensuring that every customer request is handled with urgency, accuracy, and clear communication.

Responsibilities

• Manage Scheduling Requests: Receive, review, and process all incoming scheduling requests via phone, text, online portal, or email with a focus on service excellence and efficiency.
• Request Triage: Assess the urgency of incoming requests to prioritize day-of and same-day needs.
• Appointment Confirmation: Proactively contact customers to verify scheduled dates (call-outs) and next-day jobs (confirmations).
• Rescheduling & Coordination: Reschedule jobs marked as "Not Ready" in collaboration with Dispatch to minimize revenue loss and maximize efficiency.
• Schedule Recovery: Partner with the Dispatch team to re-route and reschedule incomplete jobs (carryovers) caused by the company's error.
• Service Advisory: Educate customers on service timelines and set expectations.
• Data Integrity: Keep builder contact details and job notes accurate.
• Perform other duties as assigned by management.

Requirements

• High school diploma or equivalent.
• 1+ years of experience in customer service, dispatching, or administrative support.
• Strong written and verbal communication skills across all channels (phone, email, SMS).
• Demonstrated ability to assess urgency and prioritize tasks in a fast-paced environment.
• Proficient in computer navigation, document and spreadsheet software, and capable of learning CRM or scheduling software quickly.
• Detail-oriented with a strong focus on data accuracy and documentation.

Preferred Qualifications

• 2+ years of experience in a service-based or logistics scheduling role.
• Typing speed of 35+ WPM.

Work Environment

The Scheduling Specialist works in an office environment and works a standard work week.

Key Result Areas

• Schedule Accuracy & Coordination
• Communication Responsiveness
• Data Entry & CRM Integrity
• Cross-Departmental Collaboration
• Customer Satisfaction

Key Performance Indicators

• Average Response Time
• Scheduling Accuracy Rate
• Call Quality
• Customer Satisfaction Score