Lead Scheduling & Customer Care Specialist

Vertiv; Westerville (OH); On-site; USD 55,000 - 90,000; Full time

Job summary

Vertiv in Westerville, Ohio is seeking a scheduling and service coordination professional to ensure coverage of open work orders and service requests. You will guide and escalate scheduling issues, while supporting the Customer Relationship Services team to meet contractual SLAs.

The role emphasizes leadership, process improvement, and coordination with internal and external stakeholders to maintain high customer satisfaction and timely service delivery.

Qualifications

• 5 years experience in customer service and coordination of service activities.
• Ability to lead a diverse team and direct activities.
• Strong written and verbal communication skills with professional demeanor.
• Proficiency in Microsoft Excel including data analysis and pivot tables.

Responsibilities

• Schedule and dispatch all service events between Customer Engineers or Service Partners for a territory.
• Coach and mentor team; maintain a positive attitude and drive OC outcomes.
• Monitor scheduling efforts and report statuses weekly to the Manager.
• Address performance issues and present recovery plans with options.
• Coordinate with the Manager on new processes and system improvements.
• Generate standard and custom reports to monitor workload and SLA adherence.

Skills

Customer service

Team leadership

Time management

Communication skills

Problem solving

Education

Bachelor’s degree in business administration

High school diploma with 5 years experience

Tools

Microsoft Excel

Pivot tables

Job description

Vertiv in Westerville, Ohio is seeking a scheduling and service coordination professional to ensure coverage of open work orders and service requests. You will guide and escalate scheduling issues, while supporting the Customer Relationship Services team to meet contractual SLAs.

The role emphasizes leadership, process improvement, and coordination with internal and external stakeholders to maintain high customer satisfaction and timely service delivery.