Service Scheduling Optimization Specialist

Position Overview

Waverly St Wash and Detail is seeking a highly organized Service Scheduling Optimization Specialist to coordinate and improve the scheduling of vehicle wash, detailing, maintenance, and related customer services.

This position will manage daily service appointments, coordinate available staff and service capacity, communicate with customers, and monitor the schedule to reduce gaps, delays, and scheduling conflicts. The specialist will work closely with service technicians, management, and customers to help keep daily operations running efficiently while delivering a smooth customer experience.

Key Responsibilities

Service Scheduling

• Coordinate daily appointments for vehicle wash, detailing, and other available services.
• Schedule customers based on service type, estimated duration, staffing, equipment availability, and operating hours.
• Maintain accurate appointment calendars and service schedules.
• Monitor cancellations, rescheduling requests, no-shows, and last-minute changes.
• Identify scheduling conflicts and resolve them promptly.
• Maintain an efficient balance between customer demand and available service capacity.

Schedule Optimization

• Review daily and upcoming schedules to identify open capacity and potential bottlenecks.
• Recommend scheduling adjustments to improve technician and service-bay utilization.
• Group or sequence appointments when appropriate to improve operational efficiency.
• Monitor service duration and identify recurring scheduling issues.
• Help management evaluate customer volume, peak periods, and staffing requirements.
• Develop practical scheduling procedures that reduce unnecessary downtime.

Customer Communication

• Serve as a primary scheduling contact for customers.
• Respond to appointment inquiries by phone, text, email, or other approved channels.
• Explain service options, estimated appointment times, and scheduling requirements.
• Confirm upcoming appointments and communicate schedule changes.
• Handle routine scheduling concerns professionally.
• Follow up with customers regarding missed appointments and rescheduling opportunities.

Service Coordination

• Communicate daily schedules and changes to detailing and service staff.
• Confirm that technicians have the information needed for scheduled services.
• Coordinate special requests, larger vehicles, multiple-vehicle appointments, and time-sensitive services.
• Monitor appointment progress and communicate significant delays to customers and management.
• Help coordinate vehicle drop-off and pickup timing.

Customer Experience

• Help create a convenient and professional scheduling experience.
• Identify opportunities to improve customer rebooking and repeat-service activity.
• Follow up with customers when appropriate after completed services.
• Record customer preferences and service notes accurately.
• Escalate complaints or complex service issues to management.

Records & Administration

• Maintain accurate customer profiles, appointment records, service notes, and scheduling information.
• Track cancellations, no-shows, rebookings, and service volume.
• Prepare basic scheduling and operational reports.
• Maintain organized records using scheduling, CRM, point-of-sale, or business-management systems.
• Assist with administrative tasks supporting service operations.

Process Improvement

• Identify recurring scheduling bottlenecks and operational inefficiencies.
• Recommend improvements to appointment durations, scheduling procedures, and customer communication.
• Help establish standardized scheduling guidelines for different service types.
• Assist with implementing new scheduling or customer-management systems.
• Monitor results of scheduling changes and communicate relevant findings to management.

Qualifications

Required

• High school diploma or equivalent.
• 1–2 years of experience in scheduling, customer service, service coordination, automotive services, hospitality, or operations.
• Strong organizational and time-management skills.
• Excellent communication and customer-service abilities.
• Strong attention to detail.
• Ability to manage multiple appointments and priorities in a fast-paced environment.
• Comfortable using scheduling software, point-of-sale systems, spreadsheets, email, and standard office technology.

Preferred

• Experience in an auto detailing, car wash, automotive service, dealership, or similar service business.
• Experience coordinating technicians or service teams.
• Experience with appointment scheduling or dispatching.
• Familiarity with CRM, POS, or automotive service-management software.
• Experience tracking service capacity, utilization, or customer retention.

Core Competencies

• Service scheduling
• Schedule optimization
• Customer service
• Appointment coordination
• Capacity management
• Technician coordination
• Dispatch support
• Customer communication
• Problem solving
• Time management
• Data accuracy
• Process improvement
• Operational organization

Pay: $25.47 - $30.67 per hour

Benefits:

• 401(k)
• Flexible schedule
• Health insurance
• Work from home

Work Location: Remote