Service Scheduler

Job Overview: As a Service Scheduler, you will play a crucial role in ensuring the smooth operation of our service department by efficiently scheduling appointments, coordinating technician assignments, and managing customer inquiries. You will be responsible for maintaining accurate records, optimizing service efficiency, and delivering exceptional customer service.

Responsibilities:

1. Appointment Scheduling: Coordinate service appointments with customers via phone, email, or online platforms. Ensure appointments are scheduled efficiently and in accordance with technician availability and service capacity.
2. Technician Assignment: Assign service tasks to technicians based on their skills, availability, and workload. Optimize technician schedules to maximize productivity and minimize downtime.
3. Customer Communication: Serve as the primary point of contact for customer inquiries regarding service appointments, updates, and scheduling changes. Provide timely and accurate information to customers regarding their service requests.
4. Record Keeping: Maintain detailed and accurate records of service appointments, technician schedules, and customer interactions. Update service databases and management systems with relevant information.
5. Service Optimization: Continuously monitor service schedules and technician workloads to identify opportunities for optimization. Proactively adjust schedules to accommodate urgent service requests and minimize delays.
6. Quality Assurance: Ensure that all service appointments are completed on time and to the highest quality standards. Follow up with customers to gather feedback and address any concerns or issues.
7. Team Collaboration: Collaborate closely with service technicians, service managers, and other relevant team members to coordinate service activities and resolve scheduling conflicts.
8. Administrative Support: Provide administrative support to the service department as needed, including preparing reports, processing paperwork, and performing other clerical tasks.

Qualifications:

• High school diploma or equivalent; additional education or training in business administration or a related field is a plus.
• Proven experience in a scheduling or customer service role, preferably in a service-oriented industry.
• Excellent organizational skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in Microsoft Office Suite and scheduling software.
• Experience in automotive, HVAC, plumbing, construction, security or other technical service industries is required.
• Experience scheduling in multiple time zones is preferred but not required

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.