Customer Experience & Dispatch Coordinator

Citadel Access Solutions; Anaheim (CA); On-site; USD 38,000 - 52,000; Full time

Job summary

Citadel Access Solutions is seeking a Customer Service Representative to manage inbound and outbound calls, schedule service appointments, and serve as the link between customers and field technicians at our Anaheim office.

The role requires strong communication, multitasking in a fast-paced environment, and experience with ServiceTitan or similar CRM. This is an on-site position in a dynamic service environment.

Qualifications

• 1–3 years of experience as a Customer Service Representative or Dispatcher in a service-based industry.
• Strong phone etiquette and customer communication skills.
• Ability to multitask in a fast-paced, high-call-volume environment.
• Proficiency with computers, CRM systems, and scheduling software.
• Strong organizational and time-management skills.
• High school diploma or equivalent.

Responsibilities

• Answer inbound customer calls promptly and professionally
• Schedule, reschedule, and dispatch service calls using ServiceTitan
• Accurately enter and update customer, job, and equipment information in ServiceTitan
• Coordinate with technicians and dispatch to ensure timely job completion
• Monitor technician schedules, job statuses, and appointment windows
• Communicate service updates, delays, and resolutions to customers
• Create and manage work orders, service tickets, and follow-up tasks
• Process customer inquiries related to service, billing, and warranties
• Escalate urgent service issues or customer concerns as needed
• Maintain detailed call notes and documentation within ServiceTitan
• Support service operations by ensuring jobs are properly closed and documented

Skills

Phone etiquette

Multitasking

CRM systems

Scheduling software

Organizational skills

Customer communication

Education

High school diploma or equivalent

Tools

ServiceTitan

Job description

Citadel Access Solutions is seeking a Customer Service Representative to manage inbound and outbound calls, schedule service appointments, and serve as the link between customers and field technicians at our Anaheim office.

The role requires strong communication, multitasking in a fast-paced environment, and experience with ServiceTitan or similar CRM. This is an on-site position in a dynamic service environment.