Appointment and Field Service Scheduler

Job Title: Appointment and Field Service Scheduler

Location: Cincinnati, OH

Department: Administration / Customer Experience

Employment Type: Full-time, on-site

FLSA Status: Non-exempt (hourly)

Be the person who makes it all happen on time. You will connect customers with the right technician at the right moment and keep our promise of prompt, reliable service.

Why Silco

• Eight-time Top Workplaces winner and an Inc. 5000 fastest-growing private company.
• Family-owned since 1931, with approachable leadership and real advancement across branches and departments.
• Veteran-friendly: about 30% of our team has served in the military.

About Silco

Silco Fire & Security protects lives and property for more than 45,000 businesses across Ohio, Kentucky and surrounding states. We design, install, inspect, service and monitor fire protection and security systems, from fire alarms, sprinklers and kitchen suppression to video surveillance and access control. Founded in 1931 and still family-owned and operated, Silco has more than 500 team members across seven branches: Cincinnati (headquarters), Akron, Cleveland, Columbus, Dayton, Toledo and Louisville.

The Role

Our Schedulers are the hub between customers, field technicians and internal teams. You will manage incoming service requests, build and adjust technician schedules in real time, and keep customers informed every step of the way. Silco promises scheduled service within 48 hours and emergency help within 2 hours, and this role makes that possible.

What You'll Do (Essential Functions)

• Manage incoming service requests by phone, email and digital platforms.
• Schedule and dispatch technicians based on skills, availability, location and customer needs; adjust quickly for emergencies, delays and last-minute changes.
• Coordinate with field technicians to optimize routes and minimize drive time.
• Serve as the primary contact for scheduling questions; confirm appointment details and technician arrival times.
• Notify customers proactively of delays and offer solutions.
• Maintain accurate appointment and customer records in the scheduling/CRM system.
• Run reports and analyze scheduling data to spot trends and improvement opportunities.
• Gather customer feedback and work with other teams to resolve concerns quickly.
• Support administrative tasks such as new account entry, front-line phone coverage and system updates.

What You Bring

Required

• High school diploma or equivalent.
• Comfort learning and using scheduling, CRM or field service software.
• Excellent verbal and written communication with a customer-first mindset.
• Strong problem-solving skills and the ability to reprioritize quickly in a fast-paced environment.
• Highly organized; able to manage many requests at once, both independently and as part of a team.

Preferred

• Prior scheduling or dispatching experience, ideally in a service-based industry.
• Experience with Salesforce or a field service management platform.

Physical Requirements

• Prolonged periods of sitting at a desk and working at a computer.
• Frequent use of hands and fingers to type, use a mouse, handle paperwork, and operate standard office equipment.
• Ability to read a computer screen and printed documents for extended periods.
• Ability to communicate clearly by phone, email, video call, and in person.
• Occasional standing, walking, bending, and reaching to file documents and move around the office.
• Able to occasionally lift and carry up to 20 pounds, such as files, supplies, or boxes of paper.
• Ability to remain alert and focused while performing detailed or repetitive tasks.
• Work is performed primarily in an office environment with moderate noise levels.

Benefits

• Medical, dental and vision insurance; accident and illness insurance; Flexible Spending Account (FSA).
• Company-paid short-term disability and life insurance.
• 401(k) with company match.
• Paid holidays and generous paid time off.
• Tuition reimbursement and company-paid training and certifications.
• Up to 8 paid volunteer hours per year, plus dollar-for-dollar matching of your charitable gifts.
• Company events and recognition programs that celebrate success.

Equal Opportunity

Silco Fire & Security is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, military status, protected veteran status, or any other characteristic protected by federal, state or local law.

Reasonable accommodation: Silco provides reasonable accommodations to qualified individuals with disabilities and to applicants and employees with known limitations related to pregnancy, childbirth or related conditions. If you need an accommodation to apply or interview, contact Human Resources at (513) 733-5655 or aschmitz@silcofs.com.

Offers of employment are contingent on successful completion of a pre-employment background check and drug screen, conducted in accordance with applicable law, including the Fair Credit Reporting Act. Positions that drive for work also require a motor vehicle record review. Criminal history is evaluated individually in light of the position's duties.

This description outlines the essential functions, qualifications and physical demands of the position. It is not an exhaustive list of duties; other duties may be assigned. It does not create a contract of employment. Employment with Silco is at will.