Service Scheduling Administrator (SSA)

Service Scheduling Administrator (SSA)

Work Schedule & Location

• Training:
• • Onsite, 5 days/week
  • Location: Charlotte, NC (North Operations Center)
• Post-Training:
• • Fully remote
• Employment Type:
• • Part-time (22+ hours/week)
  • Hours may increase up to 36+ if available
• Required Coverage Windows:
• • Weekends: 7:00 AM – 6:00 PM
  • Holidays: 7:00 AM – 4:00 PM
  • This role supports 24/7/365 operations (after-hours coverage included)

Position Overview

The Service Scheduling Administrator (SSA) is responsible for coordinating, assigning, and adjusting the daily workload of field service personnel. This role supports operational efficiency by managing incoming service requests, dispatching resources, and ensuring timely response to both routine and emergency service needs.

The SSA handles inbound communication from technicians, first responders, and customers, often requiring research, problem-solving, and follow-up to resolve issues effectively.

Key Responsibilities

• Assign, route, and adjust work for field personnel in daily operations
• Manage incoming calls from technicians, emergency responders, and customers
• Evaluate service requests and prioritize based on urgency and operational needs
• Respond to emergency situations and coordinate appropriate dispatch actions
• Monitor and balance workloads across a large technician workforce
• Perform research and follow up on complex inquiries
• Ensure accurate and timely resolution of customer and operational issues
• Maintain service coverage during after-hours and emergency situations

Environment & Scope

• Centralized scheduling and dispatch operation supporting a multi-state service area
• High-volume environment with significant focus on emergency response coordination
• Requires real-time decision-making and workload optimization
• Supports a large field workforce and continuous operations

Required Skills & Qualifications

• Experience with SAP and C4C (Cloud for Customer) / Mobility
• Strong analytical and problem-solving skills
• Ability to work independently and make sound decisions under pressure
• Excellent communication and customer service skills
• Ability to handle high call volume and multitask effectively
• Strong organizational and time management skills

Education Requirement

• High School Diploma or GED