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
Company Overview: Silco Fire & Security helps protect people and property for over 40,000 businesses throughout Ohio and its surrounding areas by maintaining, monitoring, and installing fire protection and security systems to keep customers’ facilities safe and in compliance. Silco is Ohio’s market leader and employs over 425 people with headquarters in Cincinnati and branch operations in Dayton, Columbus, Akron, and Cleveland. They have a long-standing track record of year-over-year revenue growth and have aggressive goals for the future. They are family owned and managed and are a Top Workplace Award recipient.
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:
- Competitive Salary
- Health, Dental, Vision, Life Insurance
- 401K
- Professional development opportunities
Join Silco Fire & Security and become an integral part of our commitment to delivering exceptional customer experiences. If you are passionate about protecting people and property and possess strong organizational skills, we invite you to apply for the Customer Experience Scheduler position today. Take the next step in your career and join our dedicated team!
Employment at Silco is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer.
