Scheduling & Customer Care Lead

Vertiv; Westerville (OH); On-site; USD 65,000 - 95,000; Full time

Job summary

Vertiv in Westerville, Ohio seeks a Scheduling and Service Coordination professional to ensure operational coverage by reviewing open work orders and service requests, and to assist the Manager, Customer Relationship Services with escalated scheduling issues.

You will lead dispatch for service events, monitor regional scheduling, coach the team, and present recovery plans. Strong communication and Excel skills are essential in this full-time on-site role.

Qualifications

• Bachelor’s degree in business administration, or high school with 5+ years related experience.
• Minimum 5 years of customer service and service activity coordination.
• Strong written and verbal communication; able to lead and influence teams.
• Proficient in Excel; able to analyze data and generate reports.

Responsibilities

• Schedule and dispatch all service events between engineers or partners for assigned territory.
• Lead by example, maintain a positive attitude, and influence others to meet customer needs.
• Monitor scheduling efforts and report status weekly to the Manager.
• Coach and mentor team; address performance issues and implement recovery plans.
• Produce standard and custom reports to monitor workload.
• Ensure billable work is scheduled and tickets closed timely.

Skills

Leadership

Written and verbal communication

Multitasking

Time management

Analytical thinking

Influencing others

Problem solving

Education

Bachelor’s degree in business administration

High school + 5 years related experience

Tools

Microsoft Excel

Job description

Vertiv in Westerville, Ohio seeks a Scheduling and Service Coordination professional to ensure operational coverage by reviewing open work orders and service requests, and to assist the Manager, Customer Relationship Services with escalated scheduling issues.

You will lead dispatch for service events, monitor regional scheduling, coach the team, and present recovery plans. Strong communication and Excel skills are essential in this full-time on-site role.