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Appointment and Field Service Scheduler
Toledo, United States
Job Title: Appointment and Field Service Scheduler
Location: Cincinnati, OH
Silco Fire & Security isn’t just a company, it’s a mission. Every day, our team plays a vital role in protecting lives and property for over 45,000 businesses across Ohio, Kentucky and surrounding states. We design, install, maintain and monitor fire protection and security systems that keep people safe and businesses compliant.
As the market leader in the Midwest, Silco is a growing, family-owned company with over 400 employees working from our headquarters in Cincinnati and branches in Dayton, Columbus, Toledo, Akron, Cleveland and Louisville. Recognized as a Top Workplace and named to the Inc. 5000 list of fastest-growing private companies, we have a long-standing track record of success and ambitious goals for the future.
Our impact extends beyond fire alarms and sprinklers; we provide peace of mind to the communities we serve. At Silco, you’re not just doing a job, you’re making a difference.
Position Overview:
Silco Fire & Security is seeking a proactive and customer-focused individual to join our team as a Customer Experience Scheduler. In this role, you will be responsible for managing the scheduling and coordination of service appointments, ensuring exceptional customer satisfaction through efficient and timely resolution of inquiries and requests. This role will serve as the liaison between customers, field technicians, and internal teams, using critical thinking and problem-solving skills to balance priorities, adapt to real-time changes, and improve overall service delivery.
Responsibilities:
Scheduling & Dispatching
- Efficiently manage incoming service requests via phone, email, and digital platforms.
- 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.
- 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
- Assist 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). Silco offers company paid short-term disability and life insurance, as well as company paid training. The Company also boasts a 401(k) program with company matching and tuition reimbursement. Silco provides paid holidays and generous paid time off.
The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned.
Employment at Silco is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer.
Employment at Silco is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer.
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