What are the responsibilities and job description for the Service Scheduling Coordinator position at TNT Services Group?
Position Summary
The Service Scheduling Coordinator serves as the central point of coordination for incoming service requests related to windows and exterior doors across a five-state service territory.
This position is responsible for managing service communication, routing requests to the appropriate internal teams, and coordinating technician schedules to ensure timely and efficient service delivery. The role requires strong organization, clear communication, geographic awareness, and the ability to manage changing priorities in a fast-paced service environment.
This position is responsible for managing service communication, routing requests to the appropriate internal teams, and coordinating technician schedules to ensure timely and efficient service delivery. The role requires strong organization, clear communication, geographic awareness, and the ability to manage changing priorities in a fast-paced service environment.
The Service Scheduling Coordinator also plays a critical logistics role by planning, coordinating, and scheduling work for service technicians. A strong aptitude for logistics, geographic planning, and resource coordination is essential to ensure efficient routing, optimal technician utilization, and timely service completion.
Essential Duties and Responsibilities
The essential functions of this position include, but are not limited to, the following:
Service Request Coordination
- Monitor and manage incoming service request emails and phone calls from:
- Production homeowners
- Custom homeowners
- Production builder superintendents
- Custom builder superintendents
- Request missing, incomplete, or clarifying information when required.
- Maintain clear, professional written and verbal communication with all parties.
- Follow up routinely with builders, homeowners, internal teams, and technicians as needed.
Communication & Internal Distribution
- Serve as the front desk point of contact by professionally greeting and directing visitors upon arrival.
- Answer initial phone calls directed to the operator
Scheduling, Dispatch & Logistics
- Receive approved scheduling requests from:
- Homeowner Services Division, Production/Custom
- Builder Services Division, Production/Custom
- Plan, coordinate, and maintain schedules for service technicians across a multi-state service area.
- Balance technician workload based on:
- Technician availability
- Geographic location
- Travel distance and routing efficiency
- Job priority and service timelines
- Production and custom job requirements
- Create, assign, and manage service jobs in the company’s project management or field service software.
- Optimize daily and weekly schedules to reduce downtime, unnecessary travel, and scheduling inefficiencies.
- Communicate schedule updates, confirmations, and changes to internal teams and technicians.
- Adjust schedules as needed to accommodate delays, emergency calls, labor constraints, or changing priorities.
System & Workflow Management
- Maintain accurate job records, notes, attachments, and scheduling updates in the project management platform.
- Track job progress from initial scheduling request through confirmed scheduling and completion.
- Provide continuous follow-up on jobs that are pending, delayed, or past due.
- Communicate changes promptly to internal teams, technicians, builders, and homeowners as appropriate.
- Escalate high-impact scheduling, service, or logistics conflicts as needed.
- Support ongoing improvements to service workflow, scheduling efficiency, communication, and customer experience.
Minimum Qualifications
The successful candidate should possess the following knowledge, skills, and abilities:
- Strong logistics, scheduling, and geographic planning aptitude.
- Ability to manage service scheduling across multiple states and territories.
- Experience coordinating multiple technicians, installers, drivers, or field personnel simultaneously preferred.
- Excellent written and verbal communication skills.
- Strong email management and follow-up skills.
- High level of organization, accuracy, and attention to detail.
- Comfortable using field service management or project management software; experience with Zuper is preferred.
- Ability to prioritize tasks under changing conditions.
- Ability to remain calm, professional, and solutions-focused when schedules change or service needs escalate.
- Customer-focused and team-oriented mindset.
- Ability to work collaboratively with internal departments, field technicians, builders, and homeowners.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
Salary : $18 - $24