Scheduling Specialist

The Scheduling Specialist’s primary objective is to manage the logistical lifecycle of customer service requests, acting as the bridge between the customer and internal operations. This role serves as the central liaison for incoming inquiries, responsible for the intake, assessment, and documentation of requests via phone, text, and email. The Scheduling Specialist works closely with Dispatch to ensure precise scheduling of services. Reports data, scheduling details, and operational issues to the Scheduling Coordinator to support field coordination. The Scheduling Specialist upholds the company’s mission and core values by ensuring that every customer request is handled with urgency, accuracy, and clear communication.

Requirements

Essential Job Functions

• Manage Scheduling Requests: Receive, review, and process all incoming scheduling requests via phone, text, online portal, or email with a focus on service excellence and efficiency.
• Request Triage: Assessing the urgency of incoming requests to prioritize day-of and same-day needs.
• Appointment Confirmation: Proactively contacting customers to verify scheduled dates (call-outs) and next-day jobs (confirmations).
• Rescheduling & Coordination: Reschedule jobs that were marked as "Not Ready" in collaboration with Dispatch to minimize revenue loss and maximize efficiency.
• Schedule Recovery: Partnering with the Dispatch team to re-route and reschedule incomplete jobs (carryovers) caused by the company's error
• Service Advisory: Educating customers on service timelines and setting expectations.
• Data Integrity: Keeping builder contact details and job notes accurate.
• Perform other duties as assigned by management.

The Scheduling Specialist works in an office environment and works a standard work week.

Minimum Qualifications

• High school diploma or equivalent.
• 1+ years of experience in customer service, dispatching, or administrative support.
• Strong written and verbal communication skills across all channels (phone, email, SMS).
• Demonstrated ability to assess urgency and prioritize tasks in a fast-paced environment.
• Proficient in computer navigation, document and spreadsheet software, and capable of learning CRM or scheduling software quickly.
• Detail-oriented with a strong focus on data accuracy and documentation.

• Field Services Manager

• 2+ years of experience in a service-based or logistics scheduling role.
• Typing speed of 35+ WPM

• Schedule Accuracy & Coordination
• Communication Responsiveness
• Data Entry & CRM Integrity
• Cross-Departmental Collaboration
• Customer Satisfaction

• Average Response Time
• Scheduling Accuracy Rate
• Call Quality
• Customer Satisfaction Score