Scheduling & Customer Care Administrator

Scheduling & Customer Care Administrator Full Coverage Solutions, Inc. Grand Rapids, MI Job Details Full-time $35,000 - $40,000 a year 1 day ago Benefits Paid time off Qualifications Non-technical user support Computer operation Managing customer accounts Google Workspace Phone communication Customer service Computer literacy Computer skills Customer support Productivity software Phone call management

Full Job Description Job Type:

Full-Time Permanent Schedule:

Monday to Friday, overtime as required on business needs.

Salary:

$35,000 to $40,000 annually depending on experience and qualifications.

AI Screening:

Full Coverage Solutions does not use any AI Technology in our recruitment process.

Vacancy Status:

This position is for an existing vacancy. Key Responsibilities 1. Proactive Scheduling Review upcoming calendars and proactively fill technician schedules 1 - 2 weeks in advance. Match job type technicians' skillsets, geographic zones, and availability. Collaborate with the scheduling specialist and Customer Care team to optimize routing and minimize technician downtime. Monitor schedule gaps, cancellations, and opportunities to maximize technician utilization. Ensure accurate appointment timing, technician assignments, job codes, and customer notes within ServiceTitan. 2. Rebooking & Calendar Management Re-schedule jobs passed from the Customer Care team while maintaining expectations. Follow SOPs for confirming, rebooting, rescheduling, or cancelling appointments. Maintained organized scheduling records and detailed communication logs. Coordinate schedule adjustments based on customer needs and operational priorities. Support appointment confirmations through phone, text, and email communications. 3. Customer Care Support Answer inbound customer calls, emails, texts, and chat inquiries in a professional and friendly manner. Provide appointment updates, technician ETAs, and job status information. Route customer inquiries to appropriate departments including customer care, leadership, or operations. Resolve basic customer concerns while maintaining a positive customer experience. Support account receivable collections efforts through outbound payment follow-up calls. 4. Membership Setup & Education Build and maintain customer memberships within ServiceTitan. Explain membership benefits, pricing, and renewal details to customers. Understand membership nuances including upgrades, changes, and renewals. Identify opportunities to educate customers on recurring service plans during scheduling interactions. Record customer interest and process enrollments accurately. 5. Scheduling & Customer Communications Conduct outbound calls, texts, and emails for appointment confirmations and follow-ups. Personalize customer communication service history and customer preferences. Log customer objections, requests, and recurring issues to improve scheduling and outreach processes. Maintain professional communication standards and approved scripting guidelines. 6. Scheduling & Customer Communications Follow documented workflow, SOPs, and communication procedures. Provide feedback to improve scheduling processes, scripts, and customer workflows. Participate in team meetings, training sessions. Share insights with customer care teams, scheduling specialists, and leadership teams to improve efficiency. 7. Dispatch Coordinate daily schedules for irrigation technicians, ensuring efficient routing and timely service appointments across multiple job sites. Manage same day scheduling requests and adjusted technician assignments in real time to accommodate urgent customer needs. Handled last-minute cancellations ands schedule changes while maintaining productivity and minimizing downtime for technicians. Respond to emergency calls by prioritizing booking and dispatching available technicians quickly and efficiently. Maintain clear communication between customers and field technicians to ensure accurate details, scheduling updates, and high-quality customer service. 8. Other Duties as Assigned KPIs & Success Metrics Technician utilization and future schedule fill rate. Percentage of rescheduled jobs completed within SLA. Memberships sold, booked, or renewed. Booking accuracy (job codes, notes, timing, technician assignment). Call handling and booking conversion rates. First-contact resolution and customer satisfaction. Quality assurance scores and process adherence. Minimal scheduling or customer communication errors. Requirements Must-Have 1 - 2+ years in a scheduling, customer service, dispatching, or administrative coordination. Strong phone presence and professional communication skills. Excellent attention to detail and time management abilities. Ability to multitask in a fast-paced environment. Experience using CRM, FSM, or scheduling software (ServiceTitan preferred) Basic computer proficiency including Google Workspace and communication platforms. Reliable, punctual, and process-oriented mindset. Nice-to-Have Prior experience in field service industries (HVAC, irrigation, plumbing, etc.) Sales experience or comfort explaining value-based memberships and services. Experience with ServiceTitan or similar field service management software. Experience with collections or account receivable follow-up. We are an equal opportunity employer and welcome applications from people with disabilities. Accommodations are available on requests for candidates taking part in all aspects of the selection process.

Pay:

$35,000.00 - $40,000.00 per year

Benefits:

Paid time off

Work Location:

Remote