The Customer Service Scheduler is responsible for coordinating and managing service schedules for HVAC and Fire Services operations. This role ensures that client requests are scheduled efficiently, field technicians are allocated appropriately, and service delivery meets the companys operational and customer service standards.

Salary Range: PHP 40,000 - 45,000
Work Set-Up: Work onsite | Mon-Fri | 4am - 12pm

Notes: 

• Can work at 4:00AM during DST and 5:00AM during non-DST
• Proactive with exceptional communication and phone manner.
• Attention to detail

Benefits:

• Leave Benefits: 5 Sick Leaves + 10 Vacation Leaves
• Allowances: Rice, Clothing/Uniform, Medical, and Meal Allowance
• Healthcare: HMO with 1 free dependent
• Parental Support: Paid Maternity and Paternity Leave
• Government Contributions: SSS, PhilHealth, and Pag-IBIG

Responsibilities:

• Receive and assess service requests from clients, internal teams, and field technicians.
• Allocate and schedule jobs to technicians based on availability, skill set, and location.
• Manage recurring jobs, multi-site jobs, and complex scheduling requirements.
• Monitor job progress and completion to ensure SLAs are met.
• Serve as the first point of contact for client scheduling inquiries.
• Handle escalations and urgent requests professionally and promptly.
• Maintain positive client relationships through clear, timely, and courteous communication, including demonstrating an excellent phone manner at all times.
• Maintain accurate records of scheduled jobs, cancellations, and reschedules.
• Update systems with job details, technician notes, and attachments as required.
• Assist with generating reports on scheduling performance, job completion, and SLA compliance.
• Liaise between customer service, operations, and field technicians to ensure seamless service delivery.
• Provide timely updates to internal teams on scheduling changes or delays.
• Work closely with the Team Leader to identify opportunities to improve scheduling processes.

Requirements:

• Previous experience in scheduling or administrative roles, preferably in HVAC, Fire Services, or facilities management.
• Familiarity with scheduling software and Microsoft Office Suite.
• Demonstrated ability to work under pressure and meet deadlines.
• Possess experience in Pronto software system is desirable.
• Experience working in a team environment.
• Strong organizational and time management skills.
• Excellent attention to detail and accuracy.
• Outstanding phone manners and professional communication skills.
• Effective interpersonal skills and customer-focused mindset.
• Ability to manage competing priorities in a fast-paced environment.
• Strong problem-solving ability.

Our Location: Unit 1E, Philexcel Annex, Clark Freeport, Mabalacat, 2003 Pampanga

Who we are:
Guerilla Staffing Solutions is a family-owned business with roots in both Australia and the Philippines. Our vision is to create enduring employment opportunities for our team members, and we are dedicated to fostering a positive, inclusive, and respectful work environment. We prioritize open communication, trust, and mutual respect among our staff and clients. We carefully partner with clients who value kindness and inclusivity in their treatment of employees, irrespective of their geographical location.