Strategic Field Service Scheduler & Dispatch Pro

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

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.