Customer Service Representative/Dispatcher

Job description

Customer Service Representative / Dispatcher Sila Heating, Air Conditioning, Plumbing & Electrical Beltsville, MD (In-Office) Be the Voice of the Customer. Control the Day. This isn’t just a call center role—and it’s not just dispatch. You’ll be the first point of contact for our customers and the person keeping our technicians moving efficiently throughout the day. If you can think fast, stay organized under pressure, and communicate clearly, this is a role where you can make a real impact. At Sila, our CSR/Dispatch team plays a direct role in driving revenue, maximizing efficiency, and delivering a great customer experience. What You’ll Be Doing: - Answer incoming calls and c onvert them into booked service appointments - Dispatch technicians based on priority, geography, and skill set - Monitor and manage the schedule throughout the day to maximize efficiency and revenue - Communicate with technicians in the field to adjust routes, timing, and job details - Make outbound calls to confirm appointments and fill open time slots - Keep customers informed on technician arrival times and delays - Accurately enter and update job and customer information in ServiceTitan - Work closely w...