Lead Service Scheduler
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Job Location:
Westborough, MA - USA
Monthly Salary:
$ 25 - 27
Posted on:
31-10-2025
Vacancies:
1 Vacancy
Job Summary
Our client New England Spas has maintained a commitment to providing their communities with excellent service products and support for over 40 years. Since 1978 when they opened their flagship store in Natick MA they have continued to supply their customers with top-quality products excellent customer service and trusted spa service solutions.
The Role: The Lead Service Scheduler will report to the Service Manager and will primarily be responsible for the distribution of work amongst the team. This role is responsible for coordinating and optimizing daily service operations ensuring calls are efficiently scheduled and handled and supporting a team of customer service representatives and technicians.
The ideal candidate has strong organizational and time management abilities along with excellent communication and interpersonal skills. This position is onsite at the Westborough MA office. The Lead Service Scheduler role requires familiarity with the New England area and traffic patterns.
Key Responsibilities
- Create and manage daily and weekly schedules for on-the-road service technicians which includes but is not limited to:
- Rescheduling of technicians and/or dates
- Providing dates for service/valet appointments
- Working on Service Tickets as needed
- Track call volume queue analytics and service metrics to ensure timely responses
- Conduct weekly call audits and quality control checks
- Analyze reports and metrics to identify opportunities for process and service improvement
- Manage and respond to escalated customer concerns promptly (within 24 hours)
- Anticipate customer escalations and take over calls when needed working with customers to find a solution in a timely manner
- Support and motivate staff through escalated calls and complex customer interactions
- Oversee and optimize call center processes including workflow distribution and workload balance
- Maintain service and valet inboxes providing dates for service/valet appointments
- Handle inbound and outbound calls rescheduling as needed
- Maintain and track the TLC List daily and track collections on spreadsheet weekly
- Lead office and team meetings as needed to review priorities
- Ensure department policies and standards are consistently upheld
- Collaborate with Brand Manager and Service Manager on service promotions and marketing initiatives
- Conduct quarterly valet audits and prioritize Parts are Tagged
- Manage and respond to customer reviews (including less-than-favorable feedback)
- Keep management informed of issues trends and opportunities for improvement
- Provide quality improvement coaching and training for the call center team
- Lead guide and motivate the call center team
- Train employees to solve customer needs
- Ensure the call center and all of its employees are adhering to all department policies
Qualifications:
- Excellent leadership and communications skills with a passion for motivating and supporting others
- Highly organized reliable and results-driven
- Strong working knowledge of Microsoft Office Suite
- Tech-savvy with experience using telephone systems and relevant service software
- Exceptional problem-solving negotiation and decision-making skills
- Calm and effective under pressure; able to make quick informed decisions
- Prior experience in call center operations scheduling or service coordination preferred
Benefits/ Perks:
- Medical Dental and Vision Insurance
- Company provided laptop
- Vacation Sick and Holiday time
Compensation:
The anticipated hourly rate for this position is between $25 and $27. Salary will be determined based on experience education and other factors.
Our Client New England Spas is an equal opportunity employer and they value diversity at their company. They do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status disability status disability status or any other protected characteristic or status. Disabled applicants may request any reasonable accommodation needed to enable them to complete the application process.
Key Skills
- Employee Orientation
- Operational Risk Management
- Primavera
- Computer Skills
- Primavera P6
- Medical office experience
- Medical Terminology
- Schedule Management
- Production Planning
- Microsoft Project
- Medical Scheduling
- Phone Etiquette
