Field Service Scheduler & Customer Care Hub

Silco Fire & Security Company; Cincinnati (OH); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k) with company match

Paid holidays and generous paid time/5

Tuition reimbursement and company-paid

Company-paid training and certificates

Job summary

Silco Fire & Security Company is seeking an Appointment and Field Service Scheduler in Cincinnati, OH. This on-site, full-time role connects customers with the right technician and ensures prompt, reliable service.

You will manage service requests, schedule technicians, coordinate routes, and maintain accurate records in the scheduling/CRM system, while providing excellent customer communication and timely updates.

Qualifications

• High school diploma or equivalent required.
• Comfort learning and using scheduling, CRM or field service software.
• Excellent verbal and written communication with a customer-first mindset.
• Strong problem-solving skills and the ability to reprioritize quickly in a fast-paced environment.
• Highly organized; able to manage many requests at once, both independently and as part of a team.

Responsibilities

• Manage incoming service requests by phone, email and digital platforms.
• Schedule and dispatch technicians based on skills, availability, location and customer needs; adjust quickly for emergencies, delays and last-minute changes.
• Coordinate with field technicians to optimize routes and minimize drive time.
• Serve as the primary contact for scheduling questions; confirm appointment details and technician arrival times.
• Notify customers proactively of delays and offer solutions.
• Maintain accurate appointment and customer records in the scheduling/CRM system.
• Run reports and analyze scheduling data to spot trends and improvement opportunities.
• Gather customer feedback and work with other teams to resolve concerns quickly.
• Support administrative tasks such as new account entry, front-line phone coverage and system updates.

Skills

Communication

Organization

Problem-solving

Teamwork

Education

High school diploma or equivalent

Tools

Salesforce

CRM software

Scheduling software

Job description

Silco Fire & Security Company is seeking an Appointment and Field Service Scheduler in Cincinnati, OH. This on-site, full-time role connects customers with the right technician and ensures prompt, reliable service.

You will manage service requests, schedule technicians, coordinate routes, and maintain accurate records in the scheduling/CRM system, while providing excellent customer communication and timely updates.