As a Scheduler the primarily responsibility is reviewing field service calls assigned to Technical Service Representatives to balance the service call activity among the available technicians. The purpose for the workload balancing is to maximize effectiveness of the Group to support meeting customer service level agreements. This position requires a high level of professional and courteous communication by phone call, text, Microsoft TEAMS, and email correspondence.
Coordinate Service Call balancing for technician s using the ServiceNow platform to minimize travel and response time, ensure Service Level Agreements are met, and maximize Work Group efficiency.
Reviews Service Manager and technician s requests for Service Call reassignments and determines plan of action utilizing the available tools.
Communicates priorities, Service Call changes and ETA requests to the technicians and local managers.
Tracks technicians that are out of the field and unavailable and redistributes Service Call activity amongst the available technicians.
Monitors excessive Travel and Arrival status of service calls and communicates to the manager.
High School diploma or equivalent is required.
Experience working with a call management system a plus.
Skills, Specialized Knowledge and Abilities:
Strong customer service and communication skills.
Must be a team player and willing to help others when needed.
Computer literacy and familiarity with the internet required.
Must have strong work ethics and work as an effective, collaborative team member.
Must be able to analyze and solve complex issues throughout the course of the workday.
Ability to work on PC including repetitive use of a keyboard and mouse for long periods throughout the course of the workday.
Ability to sit or stand for long periods of time throughout the course of the workday.
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