Gas Service Scheduling Administrator

Gas Service Scheduling Administrator

Charlotte, NC

Part-time position based on weekends (7:00am-6:00pm) and holidays (7:00am-4:00pm)

Remote role (6-week on-site training period in Charlotte required)

12-month contract with potential for extension or full-time hire

Compensation: $18.75-$20.75 per hour

ABOUT THE ROLE

Brooksource is seeking a Gas Service Scheduling Administrator (SSA) to join our Fortune 500 Energy & Utilities client's Natural Gas Business Unit. The SSA will play a critical role in the daily operations of this unit, and will be responsible for assigning, routing, and adjusting workloads for field service personnel, ensuring all customer service and company-committed work is managed efficiently.

This position requires handling a high volume of inbound calls from technicians, first responders, and customers-including emergency situations-requiring strong analytical, judgment, and problem-solving skills to resolve inquiries promptly and accurately. The SSA supports after-hours technician operations and ensures 24/7/365 coverage for emergency calls, monitoring workflow for approximately 350 service technicians across a three-state area. Initial training is onsite in Charlotte, NC, after which the position transitions to remote work.

WHAT YOU'LL DO

• Assign, route, and adjust workloads for field service personnel in daily operations for all customer service and company-committed work
• Answer a high volume of inbound calls from technicians, first responders, and customers, including emergency and after-hours calls
• Conduct research and follow up on calls requiring additional information or resolution
• Provide after-hours technician support and maintain 24/7/365 emergency call coverage
• Monitor and optimize workflow for approximately 350 service technicians across a three-state area
• Assess the nature of service calls or emergencies and employ appropriate human relations skills to resolve issues competently
• Utilize analytical and problem-solving skills to resolve customer inquiries accurately and promptly
• Coordinate scheduling of service work and emergency response for the Natural Gas Business Unit
• Work closely with the Planning & Progression department to ensure efficient order assignment and routing
• Adapt to changing operational environments and optimize workloads as needed

WHAT YOU BRING

• Experience with SAP C4C (Cloud for Customer) or CX (Customer Experience) suite
• High school diploma or GED required
• Experience in scheduling, dispatch, or related administrative roles (preferred)
• Strong analytical and problem-solving skills
• Ability to exercise independent judgment in a fast-paced, dynamic environment
• Excellent communication and human relations skills
• Ability to handle high call volumes and emergency situations calmly and efficiently
• Comprehensive knowledge of field operations workflow and workload optimization preferred
• Willingness to work onsite for 6 weeks of training at the Charlotte North Ops Center (115 Rhyne Road, Charlotte, NC), Monday-Friday starting at 3:30PM, before transitioning to remote work
• Availability to work part-time weekends and holidays (Saturday & Sunday 7AM-6PM, 7AM-4PM on holidays), with opportunities for additional hours

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