What are the responsibilities and job description for the Customer Experience Scheduler position at Silco Fire & Security?
Job Title: Customer Experience Scheduler
Location: Cleveland, OH
Silco Fire & Security isn’t just a company—it’s a mission. Every day, our team plays a vital role in protecting lives and property for over 45,000 businesses across Ohio, Kentucky and surrounding states. We design, install, maintain and monitor fire protection and security systems that keep people safe and businesses compliant.
As the market leader in Ohio, Silco is a growing, family-owned company with over 400 employees working from our headquarters in Cincinnati and branches in Dayton, Columbus, Akron, Cleveland and Louisville. Recognized as a Top Workplace and named to the Inc. 5000 list of fastest-growing private companies, we have a long-standing track record of success and ambitious goals for the future.
Our impact extends beyond fire alarms and sprinklers—we provide peace of mind to the communities we serve. At Silco, you’re not just doing a job—you’re making a difference.
As the market leader in Ohio, Silco is a growing, family-owned company with over 400 employees working from our headquarters in Cincinnati and branches in Dayton, Columbus, Akron, Cleveland and Louisville. Recognized as a Top Workplace and named to the Inc. 5000 list of fastest-growing private companies, we have a long-standing track record of success and ambitious goals for the future.
Our impact extends beyond fire alarms and sprinklers—we provide peace of mind to the communities we serve. At Silco, you’re not just doing a job—you’re making a difference.
Position Overview:
Silco Fire & Security is seeking a proactive and customer-focused individual to join our team as a Customer Experience Scheduler. In this role, you will be responsible for managing the scheduling and coordination of service appointments, ensuring exceptional customer satisfaction through efficient and timely resolution of inquiries and requests.
Responsibilities:
- Appointment Scheduling:
- Efficiently manage incoming service requests via phone, email, or other communication channels
- Schedule service appointments for customers based on availability of technicians and client preferences.
- Coordinate with field technicians to optimize scheduling and minimize travel time.
- Customer Communication:
- Serve as the primary point of contact for customers regarding scheduling inquiries, updates, and changes.
- Provide clear and timely communication to customers regarding appointment details, including technician arrival times and service expectations.
- Proactively notify customers of any delays or changes to scheduled appointments.
- Data Management:
- Maintain accurate and up-to-date records of service appointments and customer interactions in the scheduling system.
- Monitor service schedules and prioritize appointments and customer interactions int eh scheduling system.
- Generate reports and analyze scheduling data to identify trends and opportunities for process improvement.
- Customer Satisfaction:
- Strive to exceed customer expectations by delivering outstanding service and support throughout the scheduling process.
- Gather feedback from customers regarding their scheduling experience and identify areas for enhancement.
- Collaborate with cross-functional teams to address customer concerns and resolve issues promptly.
- Administrative Support:
- Assist with administrative tasks as needed, such as New Account Entry and Frontline Phones.
- Contribute to the development and implementation of customer service policies and procedures.
Qualifications:
- High School Diploma or equivalent; additional education or training in customer service is preferred.
- Excellent communication skills, both verbal and written, with a customer-centric approach.
- Strong organizational and time management abilities, with the capacity to prioritize tasks effectively.
- Ability to work independently and collaboratively in a team environment.
Benefits:
In addition to a competitive compensation package, Silco offers a wide range of benefits such as medical, dental, vision, Aflac and a Flexible Spending Account (FSA). Silco offers company paid short-term disability and life insurance, as well as company paid training. The Company also boasts a 401(k) program with company matching and tuition reimbursement. Silco provides paid holidays and generous paid time off.
Employment at Silco is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer.
Employment at Silco is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer.
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