Appointment and Field Service Scheduler

Silco Fire & Security; Cincinnati (OH); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Aflac & FSA

Retirement Plan 401(k)

Paid Holidays & PTO

Training & Tuition Reimbursement

Job summary

Silco Fire & Security is hiring an Appointment and Field Service Scheduler in Cincinnati, OH. The role focuses on managing service requests, scheduling and dispatching technicians, and ensuring smooth communication between customers, technicians, and internal teams.

You will balance urgent requests with planned work, maintain accurate records, and leverage scheduling software to optimize routes and improve service delivery.

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.

Responsibilities

• 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.
• 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.
• 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.
• Assist with administrative tasks such as new account entry, frontline phone coverage, and system updates.

Skills

Scheduling

Dispatching

CRM software

Customer service

Data analysis

Communication

Organization

Teamwork

Problem solving

Education

High School Diploma or equivalent

Tools

Scheduling software

CRM systems

Job description

Position: Appointment and Field Service Scheduler

Location: Cincinnati, OH

Job Id:1812

# of Openings:1

Job Title: Appointment and Field Service Scheduler

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 500 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 an Appointment and Field Service 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.

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).
• company paid short-term disability and life insurance, as well as company paid training.
• 401(k) program with company matching and tuition reimbursement.
• paid holidays and generous paid time off.

Employment at Silco is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer.