Service Schedule Administrator

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NOTE:

This position includes working weekends and holidays

Work shift for this position is 11:30 p.m. - 7:30 a.m.

The Service Scheduling Administrator is responsible for assigning, routing, and adjusting workloads of field service personnel and initiating corrective action as needed in daily operations for all customer service and company committed work. The Service Scheduling Administrator answers a variety of inbound emergency customer calls. This position should be able to handle calls that require research and follow up. The Service Scheduling Administrator must use judgment and problem-solving skills that resolve customer inquiries in a timely and accurate manner. The Service Scheduling Administrator must achieve high levels of customer satisfaction while also meeting company goals for efficiency and cost effectiveness.

Responsible for scheduling service work and emergency response to a 3-state service area which operates on a 24/7/365 schedule. On average, receives approximately 56,000 emergency calls on an annual basis. Responsible for monitoring workflow for approximately 350 Service Technicians.

The Workforce Management Department is comprised of a centralized operation responsible for receiving and routing all customer service orders. The Department reports to the Director, Customer Contact Centers and is comprised of a manager, two Supervisors, Specialists, an Analyst and sufficient Service Scheduling Administrators to handle the fluctuating volume of customer calls. This Department operates on a continuous 24/7/365 schedule. The Service Scheduling Administrator position requires comprehensive knowledge of field operation workflow and independent judgment in order to optimize workloads when the operational environment changes. This position will require the ability to assess the nature of service call or emergency and employ appropriate human relations skills in order to fulfill the accountabilities in a competent manner.

Responsibilities

Basic/Required Qualifications

Additional Preferred Qualifications

Working Conditions

Travel Requirements

Not required

Relocation Assistance Provided (as applicable)

No

Represented/Union Position

No

Visa Sponsored Position

No

Posting Expiration Date

Thursday, June 12, 2025

All job postings expire at 12:01 AM on the posting expiration date.

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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