Customer Service Representative

Citadel Access Solutions; Phoenix (AZ); On-site; USD 42,000 - 52,000; Full time

Job summary

Citadel Access Solutions is seeking a Customer Service Representative to deliver exceptional support by handling inbound and outbound calls, scheduling service appointments, and acting as a key link between customers and field technicians. This on-site role requires strong multitasking and organizational skills in a fast-paced environment.

The ideal candidate will have 1–3 years of CSR or dispatch experience, proficiency with CRM systems and scheduling software, and a high school diploma or

Qualifications

• 1-3 years of experience as a Customer Service Representative or Dispatcher in a service-based industry.
• 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.

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

Customer service

Dispatching

CRM systems

Scheduling software

Time management

Multitasking

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

ServiceTitan

Job description

Job Title: Customer Service Representative

Position Summary

The Customer Service Representative (CSR) is responsible for delivering exceptional customer support by managing inbound and outbound calls, scheduling service appointments, and serving as a key communication link between customers and field technicians.

Key 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

Required Qualifications

• 1-3 years of experience as a Customer Service Representative or Dispatcher in a service-based industry
• 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

Preferred Qualifications

• Experience in commercial or residential service industries (doors, gates, HVAC, electrical, plumbing, or similar trades)
• Hands-on experience using ServiceTitan
• Familiarity with dispatching, route optimization, and technician scheduling
• Experience handling service agreements, maintenance plans, or follow-up calls
• Bilingual (English/Spanish) a plus

Work Environment & Expectations

• This is an on-site role based at the company's office location
• Frequent phone and computer use throughout the workday
• Collaboration with service managers, dispatchers, and field technicians
• Fast-paced service environment requiring multitasking and attention to detail

Equal Opportunity Employer

We are an Equal Opportunity Employer and value diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.