SERVICE SCHEDULING SPECIALIST

Service Scheduling Specialist

DEPARTMENT

REPORTING MANAGER:

WORK SCHEDULE:

STATUS:

DIRECT REPORTS:

RATE:

LOCATION:

Service

Service Supervisor

8-hour shifts/40 hours weekly

Non-Exempt

No

Hourly

Arlington, MA

Summary of duties and responsibilities

The scope of the Service Scheduling Specialist role is responsible for coordinating and managing the daily schedules of field service technicians to ensure timely and efficient delivery. This role involves communicating with customers to confirm appointments, prioritizing urgent service calls, and optimizing routes for maximum productivity. The specialist works closely with service managers and technicians to address changes or conflicts in scheduling, ensuring that all service work aligns with customer expectations and company standards. Accuracy, organization, and strong communication skills are essential in maintaining a smooth and responsive service operation.

Duties include but are not limited to the following: coordinates projects and activities for sales and marketing services

• Assign and adjust daily service appointments for field technicians based on priority, availability, and geographic location.
• Confirm service appointments, provide updates, and handle rescheduling requests to ensure a positive customer experience.
• Track open work orders, update scheduling systems in real time, and ensure accurate documentation.
• Work closely with service managers and field staff to resolve scheduling conflicts and optimize team productivity.
• Use dispatching software to ensure technicians are routed efficiently and all job details are communicated clearly.

Experience:

• 1 to 3+ years of experience in customer service roles, demonstrating strong interpersonal and communication skills.
• Proven ability to manage multiple tasks simultaneously, prioritize effectively, and maintain attention to detail in a fast-paced environment.
• Familiarity with scheduling software and Microsoft Office Suite (Outlook, Excel, Word) to manage appointments and communicate efficiently.
• Experience working in a team-oriented setting, collaborating with various departments to ensure seamless service delivery.
• Other job duties as assigned

Licenses Required: N/A

Education requirement:

Associate's degree or high school diploma with longer work experience. Candidates must be highly proficient with software applications.

Physical Activities/ Requirements

Office-Desk Job

• Manual dexterity and sitting are required in carrying out own responsibilities (i.e. use of personal computers).
• Ability to efficiently operate all job-related office equipment.
• Ability to communicate via telephone and work in virtual teams.
• Ability to work in a dynamic environment.
• Ability to work in a traditional professional office setting
• Ability to lift to 5 -10lb

Our Meaningful Mission: Seize our moment to help save lives and property with systematic excellence

Use of The Four Way Test in fulfilling your duties:

Our Values

• Is it the Truth?
• Is it Fair to all concerned?
• Will it build Goodwill and Better Friendships?
• Will it be Beneficial to all concerned?

The "Four Way Test" of the things we think, say or do, recommended by the Rotary International Foundation has served us well.

Americans With Disabilities Act

American Alarm & Communications, Inc. complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

Equal Employment Opportunity Statement: American Alarm and Communications, Inc committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, national origin, gender, age, disability, veteran status, marital status, or sexual orientation.