Remote OCCC RFS Scheduling Specialist

Join to apply for the Remote OCCC RFS Scheduling Specialist role at Rollins, Inc.

Remote position. Join us to help protect the world where we live, work and play.

Are you self‑motivated? Do you enjoy problem solving? Can you work in a fast‑paced environment? If you possess these qualities, you will fit right in line with our team! The Routing and Scheduling Specialist plays a critical role in supporting Contact Center agents and branch teams by ensuring accurate scheduling and routing processes. This position focuses on identifying and resolving scheduling discrepancies, improving operational efficiency, and strengthening collaboration between the Contact Center and local branches.

In addition to routing and scheduling optimization, this role involves daily monitoring of scheduling performance across locations, pulling reports to identify branches with low scheduling accuracy, and proactively building relationships with those branches to provide training and support. The goal is to ensure that all locations are set up correctly and that Contact Center agents have the tools and information needed to deliver exceptional customer service.

This is a branch support and contact center liaison role requiring strong communication, problem‑solving, and relationship‑building skills. The approach is Teach–Train–Support–Follow‑up to drive continuous improvement.

• Act as a resource for Contact Center agents when scheduling issues arise, providing quick resolutions and guidance to minimize customer impact.
• Partner with branch teams to correct scheduling errors, ensure proper setup in systems, and maintain alignment between Contact Center and field operations.
• Pull and review daily scheduling reports to identify locations with low scheduling performance; analyze trends and develop action plans to improve accuracy and efficiency.
• Establish strong working relationships with under‑performing branches, offering training and support to improve scheduling processes and system utilization.
• Develop optimal routes for service operations considering skills, distance, traffic conditions, and customer constraints.
• Create and manage technician schedules through local CSS partners, ensuring resources are allocated efficiently and deadlines are met.
• Use routing and scheduling tools to minimize travel time, reduce fuel consumption, and increase operational efficiency.
• Collaborate with Branch Managers, Service Managers, and Contact Center leadership to ensure seamless coordination of resources.
• Ensure adherence to company policies, safety guidelines, and regulatory requirements.
• Track KPIs related to scheduling accuracy and routing efficiency; implement corrective actions where needed.
• Provide hands‑on training for branch and Contact Center staff on scheduling best practices and system functionality.
• Recommend process enhancements and leverage technology to improve scheduling accuracy and customer experience.

• Bachelor’s degree in logistics, operations, or related field (or equivalent experience).
• Experience in routing, scheduling, or contact center operations.
• We will consider all qualified candidates for employment in a manner consistent with the requirements of applicable federal, state and local law.

• Appropriate workspace in your home, private/semiprivate home‑office space free of distractions and background noise.
• A workspace with adequate furnishings (e.g., a desk and chair) and lighting.
• Minimum of 20 mbps upload and 50 mbps download or higher, high‑speed internet connection with the ability to hard‑wire directly to a modem.

• Strong analytical and problem‑solving skills.
• Proficiency in scheduling software and reporting tools.
• Excellent communication and interpersonal skills for cross‑functional collaboration.
• Ability to work in a fast‑paced environment and manage multiple priorities.
• Detail‑oriented with a continuous improvement mindset.

• Entry level

• Full‑time

• Project Management and Information Technology
• Consumer Services

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