Appointment and Field Service Scheduler

Silco Fire & Security; Columbus (OH); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Aflac

Flexible Spending Account (FSA)

401(k) with company matching

Paid holidays

Paid time off

Job summary

Silco Fire & Security is seeking a proactive Appointment and Field Service Scheduler to manage service appointments and coordinate between customers, technicians, and internal teams. You will balance priorities in real-time, improve service delivery, and ensure a high level of customer satisfaction.

Responsibilities include scheduling, dispatching, customer updates, and data maintenance in the scheduler system.

Qualifications

• Prior scheduling or dispatching experience preferred.
• Strong problem-solving and time management abilities.
• Excellent verbal and written communication with a customer-first mindset.

Responsibilities

• Schedule and dispatch service technicians based on skills, availability and location.
• Act as primary contact for scheduling inquiries and updates.
• Provide timely updates on appointment details and ETAs to customers.
• Maintain accurate records in the scheduling system and generate reports.
• Coordinate with field technicians and internal teams to optimize delivery.
• Identify scheduling delays and propose solutions to maintain trust.

Skills

Scheduling

Dispatching

Customer service

CRM software

Communication

Time management

Education

High School Diploma or equivalent

Tools

CRM software

Scheduling software

Workflow tools

Job description

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.
• 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.
• 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.
• 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 medical, dental, vision, Aflac and a Flexible Spending Account (FSA). Silco provides company-paid short-term disability and life insurance, company-paid training, and a 401(k) program with company matching and tuition reimbursement. Silco offers 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.