Service Scheduling Administrator

Role summary / purpose The Service Scheduling Administrator (SSA) is responsible for assigning, routing, and adjusting workloads of field service personnel in daily operations for all customer service and company committed work. The SSA answers a variety of inbound technician, first responder, and emergency customer calls. This position should be able to handle calls that may require additional research and follow up. The SSA must be analytical, use judgment, and have problem-solving skills that resolve customer inquiries in a timely and accurate manner. This position covers after-hours technician support and maintains 24/7/365 coverage of customer emergency calls. Key responsibilities • Assign, route, and adjust workloads of field service personnel in daily operations • Answer inbound calls from technicians, first responders, and emergency customers • Handle calls requiring additional research and follow-up • Schedule service work and emergency response to a multi-state service area operating on a 24/7/365 schedule • Monitor workflow for approximately 350 Service Technicians • Assess the nature of service calls or emergencies and employ appropriate human relations skills • Process approximately 56,000 emergency calls on an annual basis Requirements – education & experience • High School Diploma or GED • Experience with SAP and C4C Mobility Required skills • Analytical and problem-solving abilities • Strong judgment and decision-making skills • Customer service and communication skills • Ability to handle high-volume call environments • Knowledge of field operation workflow • Ability to work independently and optimize workloads Employment details – type, location, hours Part-time position (22+ hours). Initial 6-week onsite training Monday through Friday, 3:30 p.m. to 9:30 p.m. (subject to change depending on call volume and outages). Fully remote work after training completion. Hours after training could exceed 36 hours per week if available. Position covers Saturdays, Sundays, and holidays with shift options of either 7:00 a.m. to 6:00 p.m. or 2:00 p.m. to 10:00 p.m.