Scheduling Manager & Technician Support
hace 3 días
Peoria
Job DescriptionDescription: Role Overview We are seeking a Scheduling Manager & Technician Support Specialist to own the daily and recurring schedule for 50+ technicians and 880+ recurring customers. This role is the command center of the business: answering phones, supporting techs in the field, handling skips/reschedules, and ensuring routes are efficient and balanced. The Scheduling Manager will reduce chaos by building systems, communicating clearly, and keeping the entire company aligned on where we need techs, where we need homes filled, and how to maximize efficiency. This role requires someone who thrives under pressure, solves urgent problems quickly, and sees both the details and the big picture. Key Responsibilities Scheduling & Routing • Own the daily schedule for all technicians., • Build and adjust master recurring routes for efficiency, balance, and customer needs., • Eliminate gaps, reduce drive time, and maximize tech productivity., • Monitor daily dispatch and adjust on the fly when call-outs or skips happen. Customer Service & Communication • Answer phones for scheduling-related calls and other basic csr items, • Handle customer skips, reschedules, and time/tech preference requests., • Communicate clearly and quickly with customers when changes are needed., • Ensure all changes are documented in CRM and shared with the team. Technician Support • Be the first line of support for techs in the field (lockouts, running late, reschedules)., • Provide quick solutions and reassignments to keep jobs covered., • Post updates in scheduling channels and keep all teams on the same page. Company Alignment & Strategy • Track and report skips, reschedules, bumps, and call-outs daily., • Work with the Ops Manager to identify training or accountability issues., • Work with Sales/Marketing to tell the company where homes are needed and where tech coverage is thin., • Suggest hiring needs or route adjustments to keep schedules balanced. Chaos Reduction & Systems • Build and refine scheduling processes to prevent errors and miscommunication., • Create clear systems so everyone (office + field) stays aligned., • Reduce the frequency of skips, reschedules, and call-outs through proactive planning. What Success Looks Like • Daily schedules are optimized, tight, and balanced., • Call-outs and skips are handled quickly, with minimal lost revenue., • Drive time is reduced; technician efficiency increases., • Customers receive timely, professional communication about changes., • Skips/reschedules decline month over month., • Sales/Marketing and Ops know exactly where techs and homes are needed., • Chaos decreases; scheduling feels predictable and controlled. Qualifications • 3+ years experience in scheduling, dispatch, or workforce coordination (service industry preferred)., • Strong problem-solving skills; thrives under pressure., • Excellent phone and customer communication skills., • Tech-savvy: able to quickly learn and use CRM/scheduling software., • Detail-oriented, organized, and fast-moving., • Experience balancing recurring schedules, technician availability, and customer needs., • Ability to identify patterns (where coverage is light, where homes are needed) and communicate them clearly. Compensation & Growth Path • $50,000–$60,000 base salary depending on experience. Schedule efficiency (drive time, gaps closed). Revenue retention. • Growth into Senior Scheduling Manager or Operations Director as the company scalesRequirements: