Scheduler

Job Description

Job Description

Job Description:

A successful Scheduler has a strong sense of urgency and responsibility. They are about being organized while also being able to multitask daily. They are dedicated to the client experience from start to finish and maintain a strong working knowledge of client needs, our company services, and the individual skill sets of our Craftsmen. 

Duties & Responsibilities:

• Works to build and promote strong, loyal, and long-lasting client relationships and prevent losing clients.
• Conducts “Scheduler’s Call” before sending a Craftsman to a client’s home to develop a clear understanding of what is needed for the greatest success of the job  so that when we arrive, we can immediately start work. On the call the Scheduler ensures the following:
• That the client is aware of our service and how it works (Rates, the process, HL fee, etc.).
• That the Scheduler understands the clients needs and how we can provide the best professional service before getting out to their home. That Craftsmen and Service Managers have all the relevant client and project information available on Service Titan prior to the start of each job. Including:
  • What skills are required for a job. 
  • Whether we have collected a deposit and have a method of payment saved on file.
  • Whether the job is interior, exterior, or mixed; whether it requires certain weather conditions. 
  • Number of craftsmen required.
  • When each job needs to be completed by.
• Uses the Google forecasting document to communicate, plan, and organize schedules. Ensures it is current and accurate at all times. 
• Communicates with Service Managers regarding the skillsets of their Craftsman to ensure the right craftsman is scheduled for each job and estimate.
• Works along with Service Managers to help develop and improve the Craftsmen on their team.
• Determines craftsman availability and plans for when each craftsman will need their next job and which client will be next.
• Communicates daily with each craftsman to ensure they will have a full day's worth of work.
• Ensuring that each craftsman is working a minimum of 38 hours a week.
• Anticipates and prepares for short notice scheduling changes. Always has a backup plan.
• Fits in last minute client requests, meeting their needs. 
• Collaborate with the sales team to ensure craftsmen schedule availability is communicated and openings are filled.
• Monitors and informs Service Managers of ongoing jobs that do not have a Customer Authorization signature as well as projects where additional work has been added on with no Change Order written. 
  • Reports to the Service Manager daily on craftsman updates, problems.
  • Reports to the Service Manager on any potential job problems, trying to prevent problems before they happen.
  • Assists Service Managers in making sure Craftsmen set expectations with our clients when they arrive on site.
• Tracks and measures scheduling functions. Generates reports tracking performance.
• Daily Updates of Craftsman Availability Status
• Runs Regular Company Backlog Reports 
• Focuses daily on meeting clients needs and preventing any cancellation of jobs.
• Communicates with clients every day by updating them on the schedule.
  • Checks emails, texts and voicemails daily and responds to clients accordingly.
  • Making sure each client is communicated with every day.

• Answers inbound calls to the main line for scheduling. Handles customer questions and redirects calls accordingly. 

The Mission of the Scheduler:

The mission of the Scheduler is to have no job cancellations, assign the right craftsman to every job, and ensure company profitability and success along with Service Managers.

• The Scheduler is responsible for the scheduling of all jobs to ensure a smooth job process for our clients and Craftsmen.  They work to prevent any job cancellations or job pauses before the completion of work.  The Scheduler controls the entire schedule by conducting scheduling phone calls to determine the clients desired start times and assign the Craftsman with the proper skills to each job. 

Company Benefits:

• Health and Dental insurance plan
• Paid Holidays and PTO
• 401k Retirement Plan including company matching contributions
• Life Insurance Policy
• Employee rates for work done at your own home
• Hybrid flexibility